Optimization of the order-to-cash process with a ticketing tool
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Authors
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Publication date
2021
Typ of student thesis
Bachelor
Course of study
Collections
Type
11 - Student thesis
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Publisher / Publishing institution
Hochschule für Wirtschaft FHNW
Place of publication / Event location
Brugg-Windisch
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Assignee
Practice partner / Client
KPMG AG, Zurich
Abstract
The central back office of the client has reached a size where processing requests made via email has reached its limit. It is no longer transparent who is processing what and for how long, resulting in a lack of oversight that can crucially hinder capacity planning. Using email for handling requests can lead to missing details, needs to be reviewed twice, and historization is missing for some cases leading to inefficiency and reduced service quality. The leadership decided to solve this problem with the implementation of a ticketing tool.
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Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
Publication status
Review
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Citation
Ricklin, P. (2021). Optimization of the order-to-cash process with a ticketing tool [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/41031