Improving a Fault Handling Process in Public Property Management - A Case Study Using a Business Process Management Approach

Abstract

This master’s thesis investigates the fault handling process within a public property management organisation in Sweden, a process critical to maintaining service reliability and safety in hospitals. The study also examines the applicability of the Business Process Management (BPM) framework in a public sector context and aims to provide concrete, actionable recommendations for process improvement based on its application. The study used the first four phases of the BPM framework, identification, discovery, analysis and redesign. A qualitative case study approach was used with data collected through ten interviews and five workplace observations in both the case organisation and in three reference organisations. Process mapping served as the overarching method to document and visualise the fault handling process. Thematic analysis was used as the first level of analysis to structure insights from interviews and observations, while the process analysis leveraged tools from the BPM framework, such as root cause analysis and impact assessment. The analysis revealed that many subsequent issues in the process originated from poor information in the maintenance request descriptions. To address this, the implementation of a chatbot is recommended to guide users in submitting structured and complete reports. Additional recommendations include improving work routines and process standards, as well as improving KPI quality by ensuring feedback forms are routed directly to end users. It can be concluded that while BPM provides a valuable structure for the initial phases of process improvement, its successful implementation and long term impact depend on careful adaptation to the specific public organisational context.