Developing Field Service Management System using Microsoft 365

Small and medium enterprises in Czechia significantly lack behind in integration of digital technology compared to large enterprises. Many of the small companies still rely on paper and pen or Excel sheets to assign work, keep records of employees’ working hours and work-related information which is not only time-consuming but often leads to erroneous results. The aim of this bachelor thesis is to assess the feasibility of development and implementation of a field service management system by a non-developer accessible to small and medium enterprises. The development of the system is formalized by using some practices of the Agile Modeling while information pertaining to the development is stored using the Diary-Driven Development approach. The development is led by a single person using only tools available in the Microsoft 365 package. After the development is finished, the system is implemented in a small enterprise. To test the hypothesis that a small enterprise will accept such system, an expectation confirmation theory is used to assess the satisfaction of the end consumer. The hypothesis is confirmed by excellent customer feedback.