Performance Analysis of a Swiss Service Provider

This research investigates the challenges of a large Swiss transport service provider. The intention is to provide an external view on the existing practices of this large firm which is facing new challenges in a rapid changing environment. A five-step methodology was applied as an overarching framework for this research. This ensured the development of a holistic overview, the assessment of the investigated firm and the further development of solutions to improve the performance and quality of its services. Based on this assessment, eight fields of action were identified, supported by propositions, and then evaluated with selected managers. This report documented a relevant case for future research by assessing one of the largest service providers in Switzerland. The application of the structured framework according to the EFQM-model allowed the identification of eight fields of action for the development of practical solutions and recommendations to improve the performance and quality of services. This thesis concludes to further validate the applied framework through case studies and provide further research on the field of managing complex systems.

Studienbetreuer: Shaun West