En analys om att mäta och kommunicera det kundvärde en avdelning skapar

In today's business environment, it's increasingly important for companies to realize what resources they possess and what value they contribute. Several aspects must be considered to determine the value that departments bring to a company. In order to make well-informed investment or strategic decisions, it is crucial to understand the contributed value. The value that a department provides to a customer can be interpreted as the value it delivers to a company. This is done by examining the material and immaterial resources that the department holds and how they can be linked to material and immaterial value. Quantification enables concrete numerical values that can be used to analyze and present information in a structured way. While there are established methods for calculation of financial contributions, corresponding methods for evaluating and converting the contributions of human resources into measurable figures is a challenge and a potential area for further research. This study aims to explore this area and provide insights into how human resources can be transformed and quantified. The purpose of the study is to identify the material and immaterial values that the department contributes to the company's customers, so that the department can present its contributions in a structured way to the rest of the company. This study is qualitative with an abductive approach and has been conducted through interviews, observations, and literature review in order to best address the purpose and research questions. The result showed that the department contributes to the area of development, performance and aftermarket/aftersales, in chronological order. A material comparison was conducted through a cost analysis, and an immaterial comparison was made through aspects such as collaboration and geographic location. This resulted in the identification of both material and immaterial values, along with an explanation of the resources and capabilities that generate these values. The theoretical contribution of the study is the model Modell Värde, presented in figure 8. The model illustrates a mapping of the types of value provided by the department and how that value depends on the contribution, which can either be material or immaterial. The model is intended to serve as a framework for the department to analyze and use as a structured tool to present its contribution to the rest of the organization. The practical contribution of the study consists of: What values the department contributes with:Material values – Cost comparison and total cost Immaterial values – Immaterial comparison How the department works to create that value:Material resources: Facilities, equipment, and products according tospecification requirements Immaterial resources: Competence, collaboration, communication, customer adaptation, dynamic capabilities, customer relationships, and social capital