Digitalization of forwarding- & delivery process : Action research for forwarding at ABB Oy

Digitalization and digital transformation have long been in the minds of companies and the entire business world and have increased their relevance in relation to new regulations, laws, and environmental issues. For this reason, most companies strive to move their practices towards new standards to keep up with the ever-changing operating environment in terms of customers' wishes and to keep up with the competition. Outdated operation methods are constantly updated, and companies invest more and more in sustainable development than ever before. The various functions of the companies are going through changes, which aim to influence the overall image of the company. For this reason, the goal of this research is to take the freight forwarding process of the commissioning company through digitalization, and to update the already outdated operating methods, especially regarding paper prints. The theoretical reference framework of the research is built from a strategic point of view, going through the perspectives of what companies want to achieve with digital change, what are its challenges, levels, and effects both in terms of technology and the environment. The theory thus supports the process itself and its results. The empirical part of the research was created based on action research, because during the research the researcher was involved in the changes and monitored the feedback and development proposals received, thus contributing to the quality of the changes. Traditional interviews were not carried out in the research, but the results of the research are based on the discussions, feedback and meetings that took place during the research process. Thanks to the research, the forwarding process, as well as the supporting functions, processes and tools surrounding it, were significantly improved, affecting the number of paper prints, the lead time, and the simplicity of the process itself. The development targets and changes observed during the research were so significant that they could be utilized in other units of the commissioning company, making their impact even greater. Since it can be said that digitalization and digital transformation are never finished, the process in the different functions of the commissioning company continues even after this study in terms of new ideas and development targets. The biggest of these issues can be mentioned the wishes of different customers regarding physical copies of invoices and their necessity.