Thesis Assignment Service Administration & Service Desk

📍 Nieuwegein

How do we make our service delivery smarter, more efficient, and future-proof?

How do you ensure that administrative processes, knowledge, and customer support are organized so that employees can work more efficiently and customers are helped better? Within Service Administration and the Service Desk, we are looking from February for a Bachelor's or Master's student to help us investigate that challenge.

Within Bosch Energy & Building Solutions, we work on integrated Safety & Security solutions such as evacuation systems, fire protection, and high-end intercom for environments where reliability is of vital importance. What you organize and administer in the warehouse partly determines the success of our projects throughout the Netherlands. 

Service Administration and the Service Desk play an important role in supporting our service delivery. In daily practice, various departments work together, including Service Administration, Service Desk, Planning, and Operations. It is precisely in that collaboration that we see opportunities to design processes smarter, reduce administrative burdens and handover moments, and make knowledge more readily available.

Therefore, the following question is central during your thesis research:

How can we design the processes, knowledge provision, and customer support within Service Administration and the Service Desk to be more efficient, more customer-oriented, and more future-proof?

To do this, you will map out the current way of working and investigate where bottlenecks and opportunities for improvement lie. In doing so, you will look, for example, at administrative workflows, collaboration and handover moments between departments, and the way knowledge is recorded and shared. You will also research how a future-proof knowledge base, AI, and other forms of digital support can contribute to the service delivery. The goal is not to reason from a system or technology. The processes and user needs are central. Any recommendations for supporting systems are part of your final advice. Additionally, you will include the customer in your research. Where are the opportunities to improve communication and the customer experience, and how can more efficient internal processes contribute to this?

Ultimately, you will translate your analysis into concrete and substantiated improvement advice for the future design of Service Administration and the Service Desk.

• You are following a Bachelor's or Master's degree in Industrial Engineering & Management, Business IT & Management, or ICT, specializing in Business & IT
• Or a comparable degree;
• You find it interesting to analyze processes and organizations;
• You can structure information and establish connections;
• You enjoy moving from an analysis to concrete improvement proposals.

You find it interesting to analyze processes and information flows and are curious about the possibilities of digitalization and AI. You can conduct research independently, but you also enjoy engaging in conversation with various colleagues and stakeholders.

Bosch is an organization with a strong long-term vision in which quality, development, and sustainable relationships are central. We invest consciously in our people and innovation. As a result, you get the space to learn, take initiative, and further develop yourself. 

At Bosch Building Technologies, we have been combining technological knowledge with innovation for more than 100 years. Our goal is clear: to sustainably protect people and their environment with smart technology. We do this together. With attention to you, the team, and the future.

• 600,- euro per month based on full-time.
• A practical assignment with visible impact on the organization;
• Space to align the assignment with your studies and interests;
• Good guidance from the organization;
• Space to work with various stakeholders and conduct independent research;
• Workplace in Nieuwegein
• Company laptop
• Hybrid working possible in consultation.

Do you want to investigate how processes, knowledge, and technology can work together smarter, and do you want to contribute to noticeable improvements for both employees and customers with your thesis research? Then we would love to get in touch with you.

Apply today and grow with us #LikeABosch.