Boundary Objects in Sales and Delivery Process
Marja Liinasuo, Maiju Aikala · 2015
Sales and delivery process is one means to support customer's positive (user) experience, facilitating an efficient process proceeding and good customer-supplier relationship also after the process. We studied the role and content of boundary objects by investigating them within the concrete framework of sales and delivery process phases, each with objectives defined differently for the contributing parties of supplier and customer. The process phases as well as the objectives and boundary objects in each phase were identified by interviewing professionals performing conceptual or field work in a company selling machinery to process industry globally. Furthermore, boundary objects are scrutinised from the perspective of categorisation created in this study. As a result, the type of boundary objects which is expected to be designed the best was found to be the one requiring development the most as well.