Continuous Improvement ICT with Internal ICT Satisfaction Survey in Vanderlande Industries B.V.

Ardito, Ratna A.P. (2024) Continuous Improvement ICT with Internal ICT Satisfaction Survey in Vanderlande Industries B.V. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

This thesis contains the tasks carried out, developments, and outcomes of the graduation internship for the ICT Organisation of Vanderlande Industries B.V. The project was carried out by Ratna Ardito, an ICT & Business student at Fontys University of Applied Science, to complete her bachelor’s degree.

Vanderlande Industries B.V. is a market-leading, global partner for future-proof logistic process automation in the warehousing, airports, and parcel sectors. They also have an extensive portfolio of integrated solutions ranging from innovative systems, and intelligent software, to life-cycle services. With their extensive products and services offered, ICT Organisation plays an important role within Vanderlande.

As an internal ICT backbone, the ICT Organisation of Vanderlande desired to continuously improve their performance for their internal customers, which are the employees of Vanderlande. For this, they sent out an annual internal ICT Satisfaction Survey to 2,000 internal customers globally. However, they currently face several issues, such as cannot flexibly adjust questions based on their current situation and having to allocate manual labour to reviewing responses.

To address the issues, the project goal was to assist Vanderlande in evaluating and renewing the satisfaction survey approach, processes and tooling. It aims to enable more efficient data collection and extract only relevant insights related to areas that require attention, eliminating the need for manual review of all responses.

The project management method chosen was the waterfall method. The DOT Framework was then used to answer and align each sub-research question with specific output to ensure every aspect of the project goal was achieved as expected. The first question involved analysing the current survey, past years’ reports and results, and its processes. The second question was to determine the dimensions of internal customer satisfaction, the ideal way of conducting the survey, along with its process. The next question aimed to decide the best survey platform to facilitate ICT Organisation in conducting the survey. The final question was to look into the most appropriate platform for reporting the survey results to the stakeholders.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Data Visualisation, Internal Customer Satisfaction, ICT, Internal Satisfaction Survey, Reporting
Subjects:	T Technology > T Technology (General) > T385 Visualization--Technique T Technology > T Technology (General) > T57.5 Data Processing
Divisions:	Faculty of Information Technology > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Ratna Andrea Putri Ardito
Date Deposited:	12 Feb 2024 14:14
Last Modified:	12 Feb 2024 14:14
URI:	http://repository.its.ac.id/id/eprint/107139

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