Business Development of the repair process in Customer Service – A case study of ALPHA BETA
(2009) MIO920Production Management
- Abstract
- Purpose The purpose of this thesis is to describe and analyse how ALPHA
BETA’s repair business is organised and structured today.
Second purpose of this thesis is to propose focus points for
making today’s repair process more effective.
Issues The main issues for the thesis:
• To present a situation analysis of ALPHA BETA’s repair
process today.
• To describe the internal business strengths and
weaknesses, the macro factors that impact the process
and future opportunities for the organisation.
Methodology To be able to answer the purpose of this report we have chosen
a case study as research strategy. The description of today’s
repair process is based on several sources of information, with
dominance on interviews.
... (More) - Purpose The purpose of this thesis is to describe and analyse how ALPHA
BETA’s repair business is organised and structured today.
Second purpose of this thesis is to propose focus points for
making today’s repair process more effective.
Issues The main issues for the thesis:
• To present a situation analysis of ALPHA BETA’s repair
process today.
• To describe the internal business strengths and
weaknesses, the macro factors that impact the process
and future opportunities for the organisation.
Methodology To be able to answer the purpose of this report we have chosen
a case study as research strategy. The description of today’s
repair process is based on several sources of information, with
dominance on interviews.
Conclusions The repair process for an electrical device company is very
complex. After the analysis of ALPHA BETA’s repair process we
identified three key areas that make a major impact on CS today
and will most probably make a great impact tomorrow. The
repair process needs to be flexible in volumes. The geographic
location of the repair centres has large impact on the repair setup.
Everything from labour cost to transportation cost needs to
be balanced before deciding location. The last key area is the
relationship with the repair partners. The accessible information
and the risk balance are important to consider before
formulating a contract with a partner. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/1978145
- author
- Carlsson, Jonas and Sondén, Erik
- supervisor
- organization
- course
- MIO920
- year
- 2009
- type
- M1 - University Diploma
- subject
- keywords
- Repair process, electronic device, ALPHA BETA
- other publication id
- 09/5326
- language
- English
- id
- 1978145
- date added to LUP
- 2011-06-16 16:11:47
- date last changed
- 2011-06-20 12:38:40
@misc{1978145, abstract = {{Purpose The purpose of this thesis is to describe and analyse how ALPHA BETA’s repair business is organised and structured today. Second purpose of this thesis is to propose focus points for making today’s repair process more effective. Issues The main issues for the thesis: • To present a situation analysis of ALPHA BETA’s repair process today. • To describe the internal business strengths and weaknesses, the macro factors that impact the process and future opportunities for the organisation. Methodology To be able to answer the purpose of this report we have chosen a case study as research strategy. The description of today’s repair process is based on several sources of information, with dominance on interviews. Conclusions The repair process for an electrical device company is very complex. After the analysis of ALPHA BETA’s repair process we identified three key areas that make a major impact on CS today and will most probably make a great impact tomorrow. The repair process needs to be flexible in volumes. The geographic location of the repair centres has large impact on the repair setup. Everything from labour cost to transportation cost needs to be balanced before deciding location. The last key area is the relationship with the repair partners. The accessible information and the risk balance are important to consider before formulating a contract with a partner.}}, author = {{Carlsson, Jonas and Sondén, Erik}}, language = {{eng}}, note = {{Student Paper}}, title = {{Business Development of the repair process in Customer Service – A case study of ALPHA BETA}}, year = {{2009}}, }