Process Monitoring: Analysis of manual tasks performed in digitalized workflows and their effect on service quality and employee performance. A Case Company Study

Abstract

Digitalization is transforming the way companies are functioning and is being considered as an opportunity not only to grow internationally but also to sustain the tough competition by providing better service quality and creating value to customers. Through workflow digitalization easy and mundane tasks are being performed by automation, so that employees can focus on important and innovative tasks which machines are unable to perform. To improve efficiency of digitalized workflows, continuous monitoring and improvement of processes is crucial. This research aims to analyse the effect of manually applied holds in digitalized workflows on service quality and employee performance through process monitoring. With the help of a case company’s logistics organizations recently implemented digitalization project, this study attempts to reflect on how process monitoring can be used as a tool to analyse functioning of a process and study the effects of tasks performed on service quality and employee performance.