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Hur servicekvalitet kan utvärderas och förbättras i ett företags interna persontransporter: En fallstudie på Scania i Södertälje
Linköping University, Department of Management and Engineering.
Linköping University, Department of Management and Engineering.
2017 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

There are approximately 12 000 full-time employees at Scania in Södertälje working in a widespread area in many buildings. The transportation mode for about 70 percent of the employees is currently driving personal cars by themselves to and fram work as well as between buildings. This leads to traffic congestion, environmental impacts and diffculty finding parking space among other things. Scania currentyl operates internal passenger transports in the form of long-distance buses from Stockholm, as well as scheduled coaches and internal taxi in Södertälje. The transportation services in Södertälje are avaliable to all employees for free but despite this are used only by a small portion of the employees. This study assumes that a better design of the transportation system with higher level of service from a customer-perspective leads to a higher number of users and consequently fewer cars in the area. The purpose of the study was therefore to identify flaws in the service quality in the internal transportation system at Scania and analyse possible changes which will improve the quality of service for the users. 

The avaluation of service quality was done using an analysis model which was based on scientific theories regarding both passanger and goods transports. The analysis model describes the relations between factors affecting the transportation system. These are the flow of passangers which treats the needs of transportation and number of users within the system, the transportation services which treats the actual design of the system and resources required and lastly the quality of service which measures the level of service from a customer perspective. The quality of service is built up by two categories; avalibility and customer adaptation. Avaliability is the measure of how avaliable a transport is to customers considering their needs and is based on four factors; frequency, market reach, transportation time and hours of service. Customer adaptation is the measure of how attractive the internal transportation system at Scania is to the customers given that they are avaliable, and is measured in reliability to schedule and information. The evaluation of the quality of service for these six factors was done by comparing the level of service required by customers to the actual level provided. The flaws found were subsequently validated against an actual transportation need among the employees. The required levels of service and transportation needs were determined through nine interviews as well as a survey, which recieved 286 respondents, with employees at Scania in Södertälje.

The analysis shows that all service factors except reliability to schedule exhibit flaws to some degree. However, the factors transportation time and frequency show the highest proportion. For transportation time the number of transfers is identified as the driving cause, whilst for frequency the irregularity between different time slots throughout the day is affecting the total value for the factor. Altogether the aggregated value of avaliability show that 84 percent of all routes between buildings and 68 percent of all transports that employees undertake are outside, and therefore lacking, necessary service levels in terms of avaliability. The analysis therefore show a significant potential of improvement for the transportation system at Scania and that changes can lead to improved quality of service. 

A palette for reform was created using the analysis model, which shows the relations between how a transportation system can be modified and those modifications effect on quality of service and resources. Using this model, possible changes which would increase the quality of service were analysed. The changes were categorized in terms of their effect on the quality of service and the usage of resources on a high level. A general conclusiong put forth in this study is that the internal transportation system at Scania is not completely alighed with the employees needs. Changes that would benefit the quality of service include an extension of service time, additional stops within the system and the introduction of a mobile application as a channel for information. 

   

Place, publisher, year, edition, pages
2017. , p. 130
Keywords [sv]
Logistik, transportsystem, persontransport, utvärdering
National Category
Transport Systems and Logistics
Identifiers
URN: urn:nbn:se:liu:diva-138637ISRN: LIU-IEI-TEK-A--17/02846--SE:OAI: oai:DiVA.org:liu-138637DiVA, id: diva2:1113377
External cooperation
Scania
Subject / course
Logistics Management
Presentation
2017-06-08, U11, 13:00 (Swedish)
Supervisors
Examiners
Available from: 2017-06-29 Created: 2017-06-21 Last updated: 2017-06-29Bibliographically approved

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CiteExportLink to record
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