Transforming Enterprise Service Management with Employee Self-Service Technology A Case Study at Mölnlycke Health Care
Typ
Examensarbete för masterexamen
Master's Thesis
Master's Thesis
Program
Management and economics of innovation (MPMEI), MSc
Publicerad
2024
Författare
Bademo, Johan
Dylind, Gabriel
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
Digitalisation initiatives have become vital for companies seeking to maintain a
competitive advantage and Self-Service Technology (SST) has emerged as a popular
solution. While much research has been conducted on customer SSTs, this thesis
concentrates on analysing internal employee SSTs. Through the identification of
key factors and proposing strategic recommendations for organisational improve-
ment, the aim is to provide valuable insights into how to increase adoption and
optimise usage of employee SSTs. Ultimately, leveraging this technology seeks to
enhance Enterprise Service Management (ESM), a key process in digital strategy.
It also explores the potential integration of Artificial Intelligence (AI) technology to
elevate this process.
Research has been done through a case study at Mölnlycke Health Care, a medical
solutions company in Gothenburg, Sweden. Employing an abductive approach and
conducting 32 semi-structured interviews with identified stakeholders, employees,
and external actors, the study yielded broad insights with multiple organisational
implications. To ensure comprehensive analysis, empirical findings were integrated
with theoretical models from technology adoption, change management, knowledge
management, and literature on AI.
The empirical results identified seven factors influencing the adoption and usage
of employee SSTs. The factors identified at Mölnlycke can, to varying degrees, be
linked to those found in the literature, suggesting that they are not unique to this
context. Moreover, the findings underscore the need to build a robust organisa-
tional foundation to ensure harnessing the full potential of the technology, while
emphasising a user-centric approach. Effective implementation and maintenance
require dedicated resources for developing clear strategies and fostering continuous
improvement efforts. Additionally, integrating AI technologies such as AI-powered
search engines or chatbots offer promising opportunities to enhance performance of
employee SSTs and ESM.
Beskrivning
Ämne/nyckelord
Self-Service Technology , SST , Enterprise Service Management , Technology Adoption , Knowledge Management , Change Management , Chatbots , AI