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Involvering av kunder i en organisation: Hur SJ AB kan utveckla sin verksamhet medhjälp av sina resenärer
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Division of Visual Information and Interaction.
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Division of Visual Information and Interaction.
2017 (Swedish)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesisAlternative title
Involvement of customers in an organization : How SJ AB can involve their travellers in developingtheir business (English)
Abstract [en]

This thesis studies the involvement of customers in a complex line of business. More specifically how SJ AB can let their travellers reportfaults regarding comfort on the trains. The aim of the study is to study how the process of reporting errors is working today and how it preferably should be working in the future. In addition to this it will also be studied what value this process can add to the company. To best be able to answer the posed questions a qualitative study with elements of a quantitative one has been used. Employees from different divisions of the company were involved in the development of the proposal of how the process should work in the future. The results show that the process today has some flaws and that it is desirable to have as much of an automated and simple process as possible in the future. To overcome the gaps between the two processes SJ AB should focus on different measures. Some of these include developing different digitalaids, define what a fault regarding comfort is and further investigation of overcoming other gaps. Through analysis of the results in relation to the theoretical framework this process may result in avariety of values. These include an improved customer relationship, better and more detailed statistics, more efficient business and higher vehicle status.

Place, publisher, year, edition, pages
2017. , 72 p.
Series
UPTEC STS, ISSN 1650-8319 ; 17014
Keyword [sv]
Felanmälningsprocess, Komfortfel, Användbarhet, MTO, Digitalt verktyg
National Category
Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:uu:diva-324159OAI: oai:DiVA.org:uu-324159DiVA: diva2:1108809
External cooperation
SJ AB
Educational program
Systems in Technology and Society Programme
Presentation
2017-06-02, 16:15 (Swedish)
Supervisors
Examiners
Available from: 2017-06-13 Created: 2017-06-13 Last updated: 2017-06-13Bibliographically approved

Open Access in DiVA

fulltext(1652 kB)11 downloads
File information
File name FULLTEXT01.pdfFile size 1652 kBChecksum SHA-512
7436c7c0d89245d2eb83b11e3a2df4ced3477d8c890b17014866b5aa9f131bcee898c3cb3702f64ee6776396c8458dad1e332ccebb7fe22a0876e150f2a96df8
Type fulltextMimetype application/pdf

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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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