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Business Development of the repair process in Customer Service – A case study of ALPHA BETA

Carlsson, Jonas and Sondén, Erik (2009) MIO920
Production 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:
author
Carlsson, Jonas and Sondén, Erik
supervisor
organization
course
MIO920
year
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},
  keyword      = {Repair process,electronic device,ALPHA BETA},
  language     = {eng},
  note         = {Student Paper},
  title        = {Business Development of the repair process in Customer Service – A case study of ALPHA BETA},
  year         = {2009},
}