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RFID på produktnivå - En case-studie om arbetsprocesser, effektivitet och kundmötet

Molin, Lydia LU and Nyberg, Julia (2024) LGMK65 20241
Department of Service Studies
Abstract (Swedish)
Examensarbetets titel: RFID på produktnivå - En case-studie om arbetsprocesser, effektivitet och kundmötet
Ämne/kurs: LGMK65/SEMK65, Examensarbete för kandidatexamen (VT24),15 högskolepoäng Författare: Lydia Molin, Julia Nyberg
Handledare: Malin Andersson
Nyckelord: RFID-teknik, arbetsprocesser, effektivitet, kundmötet, inventering, detaljhandeln Forskningsfråga: Hur upplever detaljhandels personal att implementering av RFID-teknologi på produktnivå påverkar arbetsprocesserna, effektiviteten och kundmötet hos det specifika nordiska fallföretaget?
Syfte: Studiens syfte är att analysera implementeringen och användningen av RFID-taggar på produktnivå inom detaljhandelsbranschen. Forskningen strävar efter att bidra till kunskapsluckan... (More)
Examensarbetets titel: RFID på produktnivå - En case-studie om arbetsprocesser, effektivitet och kundmötet
Ämne/kurs: LGMK65/SEMK65, Examensarbete för kandidatexamen (VT24),15 högskolepoäng Författare: Lydia Molin, Julia Nyberg
Handledare: Malin Andersson
Nyckelord: RFID-teknik, arbetsprocesser, effektivitet, kundmötet, inventering, detaljhandeln Forskningsfråga: Hur upplever detaljhandels personal att implementering av RFID-teknologi på produktnivå påverkar arbetsprocesserna, effektiviteten och kundmötet hos det specifika nordiska fallföretaget?
Syfte: Studiens syfte är att analysera implementeringen och användningen av RFID-taggar på produktnivå inom detaljhandelsbranschen. Forskningen strävar efter att bidra till kunskapsluckan genom att förstå komplexiteten mellan att kombinera en helhetssyn med detaljer.
Teoretiska perspektiv: RFID bidrar till mer exakta saldon och minskad stöld, men taggens kostnad har varit hinder för full implementering. För att effektivisera affärsprocesser används Business Process Reengineering (BPR) genom att radikalt omforma processer. För att sedan mäta effektiviteten av ny teknik i detaljhandeln krävs en förståelse för personalens upplevelse av customer experience management (CEM) i kundmötet.
Metod: Studien bygger på en kvalitativ metod med en induktiv ansats. Vi använder även metoden single-case-study eftersom ett specifikt fall studeras detaljerat. Datainsamlingen består av semistrukturerade intervjuer och deltagande observationer med kriterierstyrt och fokuserat urval. Materialet analyseras utifrån mönstermatchning och studiens kvalitet säkerställs genom begreppet tillförlitlighet och diverse etiska överväganden.
Slutsats: Implementeringen upplevs har avsevärt förbättrat och effektiviserat arbetsprocesserna för medarbetarna samt främjat kundmötet genom ökad produkttillgänglighet och säkrare system. Framförallt upplever medarbetarna att de har mer tid åt kundmötet. Framtida forskning bör fokusera på kundernas upplevelser och de etiska aspekterna av RFID-taggar i produkter. (Less)
Abstract
Title: RFID at product level - A case study on work processes, efficiency and the customer encounter.
Course: LGMK65/SEMK65, Service Management: Bachelor's Degree Essay, 15 credits Authors: Lydia Molin, Julia Nyberg
Advisor: Malin Andersson
Keywords: RFID-technology, work processes, efficiency, customer interactions, inventory, retail industry
Research question: How do retail employees perceive the implementation of RFID technology at the product level impacting work processes, efficiency, and customer interactions at the specific Nordic case company?
Purpose: The purpose of the study is to analyze the implementation and use of RFID tags at the product level within the retail industry. The research aims to contribute to the knowledge... (More)
Title: RFID at product level - A case study on work processes, efficiency and the customer encounter.
Course: LGMK65/SEMK65, Service Management: Bachelor's Degree Essay, 15 credits Authors: Lydia Molin, Julia Nyberg
Advisor: Malin Andersson
Keywords: RFID-technology, work processes, efficiency, customer interactions, inventory, retail industry
Research question: How do retail employees perceive the implementation of RFID technology at the product level impacting work processes, efficiency, and customer interactions at the specific Nordic case company?
Purpose: The purpose of the study is to analyze the implementation and use of RFID tags at the product level within the retail industry. The research aims to contribute to the knowledge gap by understanding the complexity of combining a holistic view with details.
Theoretical perspective: RFID contributes to more accurate inventories and reduced theft, but the cost of tags and privacy concerns have been barriers to full implementation. To streamline business processes, Business Process Reengineering (BPR) is used by radically redesigning processes. To measure the effectiveness of new technology in retail, an understanding of employees experiences with customer experience management (CEM) in customer interactions is required.
Methodology: The study is based on a qualitative method with an inductive approach. We also use the case study method, specifically a single-case study as a specific case is studied in detail. Data collection consists of semi-structured interviews and participant observations with criterion controlled and focused sampling. The material is then analyzed using pattern matching. The quality of the study is ensured through the concept of trustworthiness and various ethical considerations.
Conclusions: The implementation is perceived to have significantly improved and streamlined the work processes for employees, as well as enhanced customer interactions through increased product availability and more reliable systems. Above all, employees feel they have more time for customer engagement. Future research should focus on customers' experiences and the ethical aspects of RFID tags in products. (Less)
Please use this url to cite or link to this publication:
author
Molin, Lydia LU and Nyberg, Julia
supervisor
organization
course
LGMK65 20241
year
type
M2 - Bachelor Degree
subject
keywords
RFID-teknik, arbetsprocesser, effektivitet, kundmötet, inventering, detaljhandeln
language
Swedish
id
9167269
date added to LUP
2024-06-24 08:09:35
date last changed
2024-06-24 08:09:35
@misc{9167269,
  abstract     = {{Title: RFID at product level - A case study on work processes, efficiency and the customer encounter.
Course: LGMK65/SEMK65, Service Management: Bachelor's Degree Essay, 15 credits Authors: Lydia Molin, Julia Nyberg
Advisor: Malin Andersson
Keywords: RFID-technology, work processes, efficiency, customer interactions, inventory, retail industry
Research question: How do retail employees perceive the implementation of RFID technology at the product level impacting work processes, efficiency, and customer interactions at the specific Nordic case company?
Purpose: The purpose of the study is to analyze the implementation and use of RFID tags at the product level within the retail industry. The research aims to contribute to the knowledge gap by understanding the complexity of combining a holistic view with details.
Theoretical perspective: RFID contributes to more accurate inventories and reduced theft, but the cost of tags and privacy concerns have been barriers to full implementation. To streamline business processes, Business Process Reengineering (BPR) is used by radically redesigning processes. To measure the effectiveness of new technology in retail, an understanding of employees experiences with customer experience management (CEM) in customer interactions is required.
Methodology: The study is based on a qualitative method with an inductive approach. We also use the case study method, specifically a single-case study as a specific case is studied in detail. Data collection consists of semi-structured interviews and participant observations with criterion controlled and focused sampling. The material is then analyzed using pattern matching. The quality of the study is ensured through the concept of trustworthiness and various ethical considerations.
Conclusions: The implementation is perceived to have significantly improved and streamlined the work processes for employees, as well as enhanced customer interactions through increased product availability and more reliable systems. Above all, employees feel they have more time for customer engagement. Future research should focus on customers' experiences and the ethical aspects of RFID tags in products.}},
  author       = {{Molin, Lydia and Nyberg, Julia}},
  language     = {{swe}},
  note         = {{Student Paper}},
  title        = {{RFID på produktnivå - En case-studie om arbetsprocesser, effektivitet och kundmötet}},
  year         = {{2024}},
}