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Förbättring av kundnöjdhet efterkvalitetsbrister: Skapandet av ett nytt reklamationssystem
Uppsala University, Disciplinary Domain of Science and Technology, Technology, Department of Engineering Sciences, Industrial Engineering & Management.
Uppsala University, Disciplinary Domain of Science and Technology, Technology, Department of Engineering Sciences, Industrial Engineering & Management.
2017 (Swedish)Independent thesis Basic level (professional degree), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This bachelor thesis has been conducted at Atlas Copco Industrial Techniques AB inStockholm. Atlas Copco AB is a corporate group with businesses and customers inover 180 countries. Within the business area industrial technique an extensiveimplementation of a new system for customer complaints and requests will belaunched in 2018. The goal with the new system is to bring the company closer to thecustomers and handle their issues in a better way to improve customer satisfaction.Currently there are no standardized processes within the customer contact area,which has caused the companies to handle complaints in different ways. This thesisreports the identified problems with the handling of complaints and requests.Problems such as lack of information regarding cases to handle them effectively,unclear responsibilities in the process and difficulties to escalate a case within the organisation.

The project resulted in six critical success factors which are recommended to be usedas a base to generate key performance indicators. Furthermore a close cooperationwith the software developers was performed in order to make the system adaptedfor the customer centers. Six product characteristics and a standardized workflowhave been generated to make the complaint management more effective. It has beeninvestigated what customer satisfaction is from a quality management point of viewand how key performance indicators can help improving complaint management.Finally the thesis shows that through clear processes one can ensure customersatisfaction. The thesis states several recommendations to Atlas Copco forimplementation of the new system.

Place, publisher, year, edition, pages
2017.
National Category
Mechanical Engineering
Identifiers
URN: urn:nbn:se:uu:diva-326147ISRN: UTH-INGUTB-EX-M-2017/15-SEOAI: oai:DiVA.org:uu-326147DiVA, id: diva2:1119052
Educational program
Bachelor Programme in Mechanical Engineering
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Examiners
Available from: 2017-07-03 Created: 2017-07-03 Last updated: 2017-07-03Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • de-DE
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Output format
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