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Kartläggning av eftermarknadsärenden: En analys av felanmälningar under garantitiden
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.
2016 (Swedish)Independent thesis Basic level (professional degree), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This thesis has been conducted in collaboration with JM AB, Region

Öst, based at their office in Uppsala. Below follows a summary of

the study.


For the major contractors in Sweden, the costs after the costumers

access are high. According to Boverket the costs can be as high as

1.3 billion SEK annually. In addition of the costs of the work

itself, the companies risks dissatisfied customers when the extra

work often is considered as a disturbance.

To investigate this matter, the purpose of this thesis is to answer

the following questions:

- What are the most common errors reported during the warranty


- Can the errors be addressed at an earlier stage?

- Is poor purchasing a contributing factor to the high costs during

the warranty period?

- Can a different ventilation system reduce the amount of errors?


The purpose of the study is to identify the most common errors that

occur during the warranty period, to summarize these and give

concrete suggestions of measures to reduce the errors. The report is

based on interviews, statistics of the errors from JM Region Öst

during year 2015 and the analysis of the customers feedback during

the warranty period of eight projects. In addition, the authors have

chosen to compare two different ventilations systems to see if the

change of system can reduce the number of error reports concerning



The study shows an even distribution of errors from the different

categories. The reports from JM Region Öst during year 2015 and the

average from the selected projects have similar distribution. Of the

total number of error reports from JM Region Öst during year 2015,

20.1 percent belonged to the category Plumbing. The same category

had, in the authors compilation of the eight projects, 20.2 percent

of the reports. From this result it can be concluded that the

percentage of problems reported from each category is about the

same, no matter the size of the project.

In the interviews, the most common errors and what causes these,

were discussed. Because of the many errors to the category Plumbing,

this was the main subject. During the interviews it was discovered

that different actors blames the problems on each other. However,

dirt in the pipe system in combination with a low water pressure was

considered to be the biggest cause of problems to the category.

The study also shows that a complicated list of responsibilities

generates costs for the after-sales department. The reason is that

the process of appointing a responsible actor becomes hard. The

consequence of this is that staff from the after-sales department is

forced to make visits to the projects only to be able to redirect

the matter to the responsible subcontractor.

Place, publisher, year, edition, pages
Keyword [sv]
Byggbranschen, eftermarknad, garantitid, ABT 06, felanmälan, NKI
National Category
Other Civil Engineering
URN: urn:nbn:se:uu:diva-298650ISRN: UTH-INGUTB-EX-B-2016/08-SEOAI: diva2:946760
External cooperation
Educational program
Bachelor Programme in Construction Engineering
2016-05-30, Uppsala, 10:40 (Swedish)
Available from: 2016-07-06 Created: 2016-07-05 Last updated: 2016-07-06Bibliographically approved

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