Digitization of an inspection process
Analysis and redesign according to service engineering principles
As part of a ZHAW consulting project in collaboration with Schindler Aufzüge AG, an internal inspection process was analyzed holistically and supplemented with targeted digital solutions.
The focus was on identifying the needs of internal stakeholders and on designing and evaluating various solutions for increasing process efficiency and operational stability.
In addition, a prototype was developed and a business case was created, which served as a sound basis for decision-making for further internal evaluation.
initial situation
The project was developed as part of a university consulting project at ZHAW in collaboration with Schindler Aufzüge AG, an international provider of elevator and escalator solutions. The aim was to systematically analyze operational business processes and use this analysis to identify sound starting points for improvement.
At the start of the project, there was no comprehensive database available that would have directly identified operational weaknesses. Instead, the starting point was characterized by existing process descriptions and empirical knowledge.
The project thus demonstrates that even with limited data, viable improvement concepts can be developed through the targeted use of service engineering methods.
Procedures and methods
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In order to base the analysis not solely on existing process documentation, but also to take everyday operations into account, an exploratory approach was deliberately chosen. Several project teams simultaneously accompanied different core processes as part of shadowing and supplementary interviews. This allowed real workflows, interfaces, and dependencies to be recorded from different perspectives and placed in context.
The resulting holistic understanding of the process formed the basis for identifying relevant areas of action and for developing and evaluating targeted concepts for operational improvement.
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Based on the exploratory survey, key usage patterns, challenges, and potential were structured and condensed. To this end, customer profiles were created and a pain-gain analysis was performed to systematically identify relevant problem areas and leverage points.
The identified pain points and gains were validated and prioritized in a second round of structured surveys. Based on this, several solution concepts were developed and compared in terms of their expected added value. The most economically promising concept was then specifically explored in greater depth and further developed.
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The selected solution concept was developed into a user-centered value proposition and visualized in the form of a storyboard as a low-fidelity prototype. At the same time, the underlying service ecosystem was modeled in order to present relevant actors, interfaces, and dependencies in a structured manner.
In further iterations, a service blueprint and mid-fidelity prototypes were developed. These included wireframes and a semi-functional prototype in Python, which could be used to specifically test the usability, acceptance, and feasibility of the concept.
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Finally, a business case was developed, consisting of a business model canvas and a cost and revenue model. The results were compiled in a business plan and presented to the management team, including a rollout strategy.
This resulted in a comprehensive basis for decision-making that transparently presents both the operational feasibility and the economic viability of the solution concept.
solution concept
The selected solution concept focused on simplified and consistent recording of information in the inspection process. The aim was to streamline operational processes and specifically reduce media breaks and redundant entries.
The core of the concept was voice-based support for data entry, combined with a flexibly adaptable inspection process. This allowed information to be recorded in context without interrupting the workflow of employees.
The solution concept was deliberately designed to be integrated into existing processes and to take into account different roles, situations, and levels of experience in everyday operations.
Results and added value
The project demonstrated how structured analysis and service engineering methods can be used to create a reliable basis for decision-making even without an existing database. The prototype developed and the business case enabled a well-founded internal assessment of the solution concept and formed the basis for further evaluation. Specifically, this resulted in the following added value:
Sound basis for decision-making regarding the internal further development of the inspection process
Reduction of process complexity and potential media breaks
High acceptance orientation through user-centered design
The methods used in this project are particularly suitable for designing services. They can also be applied to internal processes, even if process and data transparency are limited at the start of the project.