No intuito de melhor entender a situação atual, objeções, limitações e perspectivas de uso da internet na pós-venda de serviços business-to-business, este estudo objetivou avaliar por que e como a internet está sendo ou não utilizada nas atividades de pós-venda de serviços de impressão corporativa e propor sugestões de melhoria desse uso para o público acadêmico científico e para os praticantes de gestão. Para isso, foi realizada uma pesquisa exploratória usando estudo de casos com duas revendas de serviços de impressão corporativa. Como síntese dos padrões das descobertas, tem-se que: a internet tem sido utilizada para obter maior agilidade na correção de problemas e na leitura dos contadores de impressão nos equipamentos; os recursos mais utilizados são o e-mail, o portal e o acesso remoto a equipamentos do cliente, o que representa um uso básico e, à medida em que se evolui na oferta de serviços de impressão, o uso da internet se torna mais complexo; a mídia social, incluindo as redes sociais, não é utilizada nem existe uma estratégia definida para seu uso; o estilo de venda voltado para a solução de problemas e o planejamento baseado em valor influenciam o uso da internet, enquanto que a venda pessoal gera no cliente uma expectativa de que a pós-venda também seja presencial; esse uso da internet pode impactar positivamente o composto de marketing, apesar de muitos dos benefícios não estarem sendo explorados; por parte dessas revendas, a internet não tem sido melhor utilizada por falta de conhecimento de seus benefícios e de suas restrições e por falta de enfoque estratégico e prioritário dos seus gestores; o próximo passo seria usar melhor o que já existe implementado e expandir esse uso para os demais clientes. Por fim, foram apresentadas sugestões de melhoria desse uso. / In order to better understand the current situation, objections, limitations and perspectives of internet use in the business-to-business after-sales services, this study aimed to evaluate why and how the internet is being used or not in activities of after-sales service in corporate printing and propose suggestions for improvement of such use to the scientific academic public and to the practitioners of management. For such, an exploratory study using case study with two resellers of corporate printing services was conducted. As summary of the findings of the patterns it follows that: the internet has been used to achieve greater agility to correct problems and to read the counters on the printing equipment; the most used resources are e-mail, portal and remote access to customer equipment, which represents a basic use and, as it evolves in offering of printing services, internet usage becomes more complex; social media, including social networks, is not used, nor is there a defined strategy for its use; the selling style oriented to problem solving and the value-based planning influence the use of internet, while the personal selling, used by such resellers, generates an expectation that the after-sales attendance is also a personal one. That use of the internet can positively impact the marketing mix, although many of the benefits are not being exploited; by those resellers, the internet has not been used for lack of better knowledge of its benefits and of its restrictions and lack of strategic and priority focus of its leaders; the next step would be to make better use of what is already in place and expand that use to other customers. Finally, suggestions have been made to improve such use.

[EN] After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally. In this respect, German manufacturers play a leading role because they dominate the premium market segment. When it comes to services, the one thing that is especially important in China is culture. At the same time, this is exactly where a scientific gap exists because the cultural aspect in automotive services has been mostly neglected in the research literature. Thus, specific knowledge with regard to Chinese service demand behaviour is lacking, which could become a crucial issue because of the enormous differences between Chinese and Western cultures. This paper addresses this limitation by providing a guideline for how the entire process chain of after-sales services could be researched in China. In addition, it also introduces Schwartz's individual level value theory as a beneficial operationalisation approach to culture. Thereby, values are modelled as exogenous variables in order to show which ones are really causal. This significant advantage cannot be provided by national comparison studies, which are the ones that are most often conducted. A total of 301 Chinese workshop customers of Audi, BMW and Mercedes-Benz were surveyed in order to assess the critical success factors of after-sales services via partial least squares structural equation modelling. / [ES] Los servicios post venta en el sector del automóvil se han convertido en un elemento esencial en su mercadotecnia global. Sin embargo, no se han investigado suficientemente y, especialmente en países emergentes con mercados crecientes como China, el mercado más relevante a nivel mundial. Aquí, los fabricantes alemanes juegan un rol fundamental al dominar el segmento premium (o de cuasi lujo) del mercado. Cuando analizamos los servicios, un factor importante en China es la cultura. Sin embargo existe, en este campo un hueco en la investigación académica ya que en la literatura de investigación del sector automóvil, la cultura es un elemento poco analizado. Por ello, no se pueden aplicar conocimientos de mercadotecnia específicos en relación con el comportamiento de la demanda de servicios en China, en un tema esencial, como es la cultura China, muy diferente a la occidental. Esta tesis trata de enfocar las limitaciones mencionadas; en primer lugar, proporcionando una guía de cómo la cadena de proceso de servicios postventa puede ser investigada en países emergentes como China. Y en segundo lugar, porque se utiliza la teoría de cultura de Schwartz como un enfoque útil de instrumentación de los valores culturales. Así, estos se modelan como variables externas, para mostrar claramente cuáles son los valores realmente relevantes en su conjunto. Para ello se encuestaron a 301 clientes de talleres post venta chinos de las marcas Audi, BMW y Mercedes-Benz, con el fin de evaluar los factores críticos de éxito mediante modelos de ecuaciones estructurales de mínimos cuadrados parciales (PLS). / [CAT] Els serveis post venda en el sector de l'automòbil s'han convertit en un element essencial del màrqueting global. No obstant això, no s'han investigat prou i, especialment en països emergents amb mercats creixents com la Xina, el mercat més rellevant a nivell mundial. Aquí, els fabricants alemanys juguen un paper fonamental en dominar el segment premium (o de quasi luxe) del mercat. Quan analitzem els serveis, un factor important a la Xina és la cultura. No obstant això existeix, en aquest camp un buit en la investigació acadèmica ja que en la literatura de recerca del sector automòbil, la cultura és un element poc analitzat. Per això, no es poden aplicar coneixements de màrqueting específics en relació amb el comportament de la demanda de serveis a la Xina, en un tema essencial, com és la cultura Xina, molt diferent a l'occidental. Aquesta tesis tracta d'enfocar les limitacions esmentades; en primer lloc, proporcionant una guia de com la cadena de procés de serveis postvenda pot ser investigada en països emergents com la Xina. I en segon lloc, perquè s'utilitza la teoria de cultura de Schwartz com un enfocament útil d'instrumentació dels valors culturals. Així, aquests es modelen com a variables externes, per mostrar clarament quins són els valors realment rellevants en el seu conjunt. Per a això es van enquestar a 301 clients de tallers post venda xinesos de les marques Audi, BMW i Mercedes-Benz, per tal d'avaluar els factors crítics d'èxit mitjançant models d'equacions estructurals de mínims quadrats / Frass, A. (2015). Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty. With a Particular Focus on the Influences of Cultural Determinants [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/59251 / TESIS

L'objectif poursuivi par la Commission européenne à travers la réglementation de la concurrence consiste en l'intégration des marchés nationaux en un marché communautaire unique. À cet effet, l'exécutif européen a très tôt érigé le secteur automobile en vecteur privilégié de cette unification, établissant un régime concurrentiel des restrictions verticales insérées dans les accords de production et de distribution automobile plus efficient que ne l'est le régime général des restrictions verticales. Désireuse, dans un premier temps, d'appréhender toujours plus finement les réalités économiques du secteur, la Commission a par la suite pris conscience de l'importance des services après-vente dans le processus concurrentiel. Il y a alors là les deux pans du régime automobile. D'une part, une appréhension de la conjoncture économique du secteur, d'autre part une prise en compte de la nature complexe du bien automobile. Cette dernière, commune à tous les biens intégrant des droits intellectuels et auxquels sont intrinsèquement liés des services après-vente, justifie donc des règles de concurrence particulières ne bénéficiant pourtant qu'au seul bien automobile. L'objectif de ce travail de recherche s'est alors axé sur la distinction des deux pans du régime automobile afin d'identifier les dispositions commandées par la nature complexe, pour ensuite proposer leur application à l'ensemble des biens complexes. / The European Commission's object through the regulations of the competition consists of the integration of the national markets within a unique community market. For that purpose, the European executive did present as soon as possible the car industry as a privileged vector of this unification, setting up a competitive system of the vertical limitations within the agreements of production and distribution more efficient than is the overall system. Willing, at first, to arrest always shrewdly the economic realities of the sector, the Commission came around the importance of after-sales services in the competitive process afterward. Here are then both sections of the car industry system. On one hand, an apprehension of the economic situation of the sector, on the other hand a consideration of the complex nature of the car goods. This last one, as for all the goods including intellectual rights and to whom are intrinsically linked after-sales services, justifies therefore particular rules of competition and yet benefiting the car industry only. The goal of this research work was then focused on the distinction of both sections of the car industry system, to identify the rules commanded by the complex nature in order to propose their application to the whole of the complex goods thereafter.

A importância dos serviços para as empresas de manufatura tem aumentado nas últimas décadas em função das alterações no ambiente em que estão inseridas. Dentre os aspectos relacionados com a oferta de serviços por empresas de manufatura, pode ser citado que os serviços são influenciados pelas definições realizadas durante o processo de desenvolvimento de produtos (PDP). No entanto, a literatura ainda é escassa no sentido de compreender essa relação. Dessa forma, o objetivo do presente trabalho é analisar as características dos serviços relacionados com os produtos e a sua relação com o PDP por meio de um estudo de caso em uma empresa do setor aeroespacial. Os dados foram coletados por meio de uma análise documental e entrevistas semi-estruturadas, em que foi feita a descrição das etapas do PDP, o levantamento e classificação do portfolio de serviços, a análise detalhada dos serviços selecionados e a análise da relação entre estes serviços e o PDP. Os resultados da análise confirmaram que os serviços são impactados pelas decisões de todas as etapas do PDP e para todos os serviços analisados e ainda apresenta quando e como essas relações acontecem. Os resultados obtidos foram comparados com a literatura existente. As relações identificadas influenciam diversos aspectos dos serviços analisados, como: o processo, o escopo, a infraestrutura, os custos e pessoas. / The importance of services to manufacturing companies has grown over the last decades due to several changes in the business environment. Among the aspects related with the offer of services by manufacturing companies is the fact that services are influenced by the decisions taken during the new product development process (NPD). Although, the literature is scarce when it comes to comprehend how this relationship happens. In this way, the objective of this study is to analyze the characteristics of product-related services and the relationship between the NPD process activities and these services through a case study in a manufacturing company of the aerospace industry. The data was collected with the use of a documentary analysis and semi-structured interviews, where the phases of the NPD were described, the service portfolio was identified and classified, the selected services were analyzed and the relationship between the NPD and these services. The results confirmed that all the services that were analyzed are influenced by the decisions of all NPD phases and maps it out. The results were then compared with the existing literature. The identified relationship influence several aspects of the services that were analyzed, such as: the process, the scope, the infrastructure, the costs and people.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2017-04-24T12:01:17Z No. of bitstreams: 1 Marcelo Alves de Souza_.pdf: 855945 bytes, checksum: 9461a25e1b5428dbc58da27dda36b17b (MD5) / Made available in DSpace on 2017-04-24T12:01:17Z (GMT). No. of bitstreams: 1 Marcelo Alves de Souza_.pdf: 855945 bytes, checksum: 9461a25e1b5428dbc58da27dda36b17b (MD5) Previous issue date: 2017-01-12 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / PROSUP - Programa de Suporte à Pós-Gradução de Instituições de Ensino Particulares / Esta pesquisa aborda a temática de obtenção de resultados em concessionárias líderes de vendas de veículos 0 km que praticam e obtêm resultados com o pós-venda. O objetivo deste estudo é analisar e comparar as práticas e os indicadores das concessionárias líderes de vendas de veículos 0 km instaladas no Rio Grande do Sul, permeando o modelo conceitual de pós-venda: suporte ao produto, relacionamento com cliente e gestão e recursos. A fim de atender a essa proposta, realizou-se um levantamento bibliográfico para dar embasamento teórico ao estudo e utilizou-se como método de pesquisa o estudo de caso. A coleta de dados foi feita por meio de entrevista semiestruturadas com executivos de 10 concessionárias de marcas distintas. Também foram coletados indicadores dessas empresas relativos aos veículos de entrada. Foi oportunizado a elaboração de um modelo teórico e a discussão sobre a aplicação do pós-venda. A contribuição gerencial centra-se na identificação das melhores práticas de pós-venda verificadas nas concessionárias de melhor desempenho em termos de qualidade e rentabilidade. / This research approaches the issue of obtaining results in car dealerships which are leaders in selling 0 km vehicles that practice and obtain after-sales results. The objective of this study is to analyze and compare the practices the car dealerships which are leaders in selling 0 km vehicles based in Rio Grande do Sul, permeating the conceptual after-sales model: product support, customer relationship and management and resources. In order to fulfill this proposal, a bibliographic research was carried out to provide a theoretical basis for the study and it was used a case study as the research method. The data collection was done through semi-structured interviews with executives from 10 car dealerships of different brands. The indicators of these companies were also collected for entry vehicles. The management contribution enabled the elaboration of a theoretical model and the discussion of the after-sale application. The management contribution focuses on the identification of the best after-sales practices verified in the best performing dealerships in terms of quality and profitability.

Submitted by Noeme Timbo (noeme.timbo@metodista.br) on 2016-09-12T17:54:01Z No. of bitstreams: 1 Deise Balek Lahoz.pdf: 3674427 bytes, checksum: 389bd48e76a52f247a79585185d9ae27 (MD5) / Made available in DSpace on 2016-09-12T17:54:01Z (GMT). No. of bitstreams: 1 Deise Balek Lahoz.pdf: 3674427 bytes, checksum: 389bd48e76a52f247a79585185d9ae27 (MD5) Previous issue date: 2016-04-25 / Study on the communication practices of post-sales area in social networks on-line, regarding the service of companies and channels available for interaction to the consumers. Among the steps, there was an analysis of consumer habits to conduct searches on social networks on-line; in order to draw the attention of companies on after-sales problems in these channels (complaints, technical questions, suggestions, etc.). The main objective was to develop chronologically and structured communication practices in after-sales through various channels of SAC; recovering the evolutionary phases of the SAC, consumer protection law, since the analog era (without internet access and spontaneous), until the arrival of social networking online. For this study were performed: bibliographic, exploratory and documental survey on the area of after-sales, relationship marketing and research results on the habits of consumers connected to the Internet; presentation of cases that exemplify the communication market practices; interview applied with eight market experts; and electronic form applied with managers of call centers. With all of these analyzes, it was possible to draw a diagnosis of the current situation of the customer service area of the selected companies in the online social networks, in addition to significantly reinforce the idea of consumer content producer (prosumer) and the change in the flow communicational consumer versus business. / Estudo sobre as práticas comunicacionais da área de pós-vendas nas redes sociais on-line, com relação ao atendimento das empresas e os canais por elas disponibilizados para interação com o consumidor. Dentre as etapas, realizou-se uma análise sobre os hábitos dos consumidores de realizar buscas nas redes socais on-line; com o intuito de chamar a atenção das empresas sobre problemas de pós-venda nestes canais (reclamações, dúvidas técnicas, sugestões etc.). O objetivo principal foi elaborar de forma cronológica e estruturada a práticas de comunicação no pós-venda por meio dos diversos canais do SAC; resgatando as fases evolutivas do SAC, a lei de proteção do consumidor, desde a era analógica (sem acesso à internet e espontânea), até a chegada das redes sociais on-line. Para tal estudo foram realizados: levantamento bibliográfico, exploratório e documental sobre a área de pós-venda, marketing de relacionamento e de resultados de pesquisas sobre os hábitos dos consumidores conectados à internet; apresentação de casos que exemplificam as práticas comunicacionais do mercado; entrevista aplicada com oito especialistas do mercado; e formulário eletrônico aplicado com gestores das centrais de atendimento. Com todas essas análises, foi possível traçar um diagnóstico sobre a realidade atual da área de atendimento ao cliente das empresas selecionadas, nas redes sociais on-line, além de reforçar sensivelmente a ideia do consumidor produtor de conteúdo (prosumer) e a mudança no fluxo comunicacional consumidor versus empresa.

Context: In today's world, we have access to so much data than at any time in the past with more and more data coming from smartphones, sensors networks, and business processes. But, most of this data is meaningless, if it's not properly formatted and utilized. Traditionally, in service support teams, issues raised by customers are processed locally, made reports and sent over in the support line for resolution. The resolution of the issue then depends on the expertise of the technicians or developers and their experience in handling similar issues which limits the size, speed, and scale of the problems that can be resolved. One solution to this problem is to make relevant information tailored to the issue under investigation to be easily available. Objectives: The focus of the thesis is to improve turn around time of customer queries using recommendations and evaluate by defining metrics in comparison to existing workflow. As Artificial Intelligence applications can have a broad spectrum, we confine the scope with a relevance in software service and Issue Tracking Systems. Software support is a complicated process as it involves various stakeholders with conflicting interests. During the course of this literary work, we are primarily interested in evaluating different AI solutions specifically in the customer support space customize and compare them. Methods: The following thesis work has been carried out by making controlled experiments using different datasets and Machine learning models. Results: We classified Axis data and Bugzilla (eclipse) using Decision Trees, K Nearest Neighbors, Neural Networks, Naive Bayes and evaluated them using precision, recall rate, and F-score. K Nearest Neighbors was having precision 0.11, recall rate 0.11, Decision Trees had precision 0.11, recall rate 0.11, Neural Networks had precision 0.13, recall rate 0.11 and Naive Bayes had precision 0.05, recall rate 0.11. The result shows too many false positives and true negatives for being able to recommend. Conclusions: In this Thesis work, we have gone through 33 research articles and synthesized them. Existing systems in place and the current state of the art is described. A debug suggestion tool was developed in python with SKlearn. Experiments with different Machine Learning models are run on the tool and highest 0.13 (precision), 0.10 (f-score), 0.11 (recall) are observed with MLP Classification Neural Network.

Made available in DSpace on 2014-12-17T14:53:03Z (GMT). No. of bitstreams: 1 AlbertoBF_DISSERT.pdf: 4192519 bytes, checksum: 6795a029b50a219cfdea5278c95296c9 (MD5) Previous issue date: 2011-06-26 / This paper aims to conduct a study to evaluate and measure the possible impact that the unavailability of spare parts can have on customer satisfaction for car dealerships in the post-sales. A theoretical-conceptual review on the subject of satisfaction and loyalty, on the backdrop of the reality of the automobile market, allowed the construction of a research tool dedicated to collect opinions of car owners, to allow an analysis empirical relationship between the availability of parts, repairs or scheduled service possible, and change or stay on the mark on the occasion of change of vehicle. 236 forms were applied to car owners in the city of Natal / RN. The results obtained in this survey allowed the identification of the unavailability of parts as a significant factor, among others, the motivation for the customer to switch brands. Collaterally, we could also conclude that the dynamics of change in marks, whatever its motivation, is reflected in the perceived positions of the different brands as the market share both in strictly quantitative terms and in terms of relative positioning, with significant changes in the ranking of consumer preferences for different brands available / O presente trabalho tem o objetivo de realizar um estudo que avalie e mensure os poss?veis impactos que a indisponibilidade de pe?as de reposi??o pode causar na satisfa??o dos clientes de concession?rias de autom?veis no per?odo p?s-vendas. Uma revis?o te?rico-conceitual sobre o tema da satisfa??o e da fideliza??o de clientes, sobre o pano de fundo da realidade do mercado automobil?stico, permitiu a constru??o de um instrumento de investiga??o dedicado a colher opini?es de propriet?rios de autom?veis, de modo a permitir uma an?lise emp?rica da rela??o entre indisponibilidade de pe?as, em revis?es programadas ou em repara??es eventuais, e a mudan?a de ou perman?ncia na marca por ocasi?o de troca de ve?culo. Foram aplicados 236 formul?rios a propriet?rios de autom?veis na cidade de Natal/RN. A an?lise dos resultados obtidos em tal pesquisa de opini?o permitiu a identifica??o da indisponibilidade de pe?as como um fator significante, dentre outros, para a motiva??o do cliente em mudar de marca. Colateralmente, foi poss?vel tamb?m concluir que a din?mica de mudan?a de marcas, qualquer que seja sua motiva??o, tem reflexos percept?veis nas posi??es das distintas marcas quanto a fatias de mercado, tanto em termos estritamente quantitativos, quanto em termos de posicionamento relativo, com altera??es significantes no ranking de prefer?ncias do consumidor pelas distintas marcas dispon?veis no mercado

A importância dos serviços para as empresas de manufatura tem aumentado nas últimas décadas em função das alterações no ambiente em que estão inseridas. Dentre os aspectos relacionados com a oferta de serviços por empresas de manufatura, pode ser citado que os serviços são influenciados pelas definições realizadas durante o processo de desenvolvimento de produtos (PDP). No entanto, a literatura ainda é escassa no sentido de compreender essa relação. Dessa forma, o objetivo do presente trabalho é analisar as características dos serviços relacionados com os produtos e a sua relação com o PDP por meio de um estudo de caso em uma empresa do setor aeroespacial. Os dados foram coletados por meio de uma análise documental e entrevistas semi-estruturadas, em que foi feita a descrição das etapas do PDP, o levantamento e classificação do portfolio de serviços, a análise detalhada dos serviços selecionados e a análise da relação entre estes serviços e o PDP. Os resultados da análise confirmaram que os serviços são impactados pelas decisões de todas as etapas do PDP e para todos os serviços analisados e ainda apresenta quando e como essas relações acontecem. Os resultados obtidos foram comparados com a literatura existente. As relações identificadas influenciam diversos aspectos dos serviços analisados, como: o processo, o escopo, a infraestrutura, os custos e pessoas. / The importance of services to manufacturing companies has grown over the last decades due to several changes in the business environment. Among the aspects related with the offer of services by manufacturing companies is the fact that services are influenced by the decisions taken during the new product development process (NPD). Although, the literature is scarce when it comes to comprehend how this relationship happens. In this way, the objective of this study is to analyze the characteristics of product-related services and the relationship between the NPD process activities and these services through a case study in a manufacturing company of the aerospace industry. The data was collected with the use of a documentary analysis and semi-structured interviews, where the phases of the NPD were described, the service portfolio was identified and classified, the selected services were analyzed and the relationship between the NPD and these services. The results confirmed that all the services that were analyzed are influenced by the decisions of all NPD phases and maps it out. The results were then compared with the existing literature. The identified relationship influence several aspects of the services that were analyzed, such as: the process, the scope, the infrastructure, the costs and people.

This thesis report is the final element of the Master of Science degree in Industrial Design Engineering at Luleå University of Technology, conducted between January and September 2017 at Saab AB Surveillance in Järfälla, Sweden. The purpose of this thesis project was to analyze the current situation inside production of aftermarket products with an aim to create an extensive mapping of the current situation. Resulting in suggestions for improvements to stabilize the production and creating integration between the aftermarket and new production.   Products produced at Saab Järfälla are used in military defense applications where the larger systems in electronic warfare (EW) and countermeasure systems have very long life cycles, i.e. up to 40 years, and are being used in harsh environments. The products have to be maintained through various service agreements to include support with repairs, maintenance, supplies and transports between Saab and the client. One of these service agreements has a demanded net average lead time of N+12 days between Saab’s facilities and the client whereas N days inside the Järfälla production site. Mapping the situation and handling all the product information in a production with high-mix, low-volume characteristics have not been easy. The aftermarket processes inside Järfälla include diagnosing, reparation, assembling and testing to ensure the performance of the products. The aftermarket shares resources with the production of newly manufactured products which is one of the reasons creating a vast difference in the lead times standard deviation. Other reasons such as information handling, priority inference, flexibility issues and bad visual management has been the effect of causing delays in the production.   The thesis project has been conducted through a development process using various methods for mapping the current situation and to come up with new ideas to improve the situation. Starting with a search in available literature and research about HMLV production, aftermarket situations and lean principles, onto using well-known methods for analyzing such as value stream mapping, Ishikawa diagrams and data collection to form a requirement specification for the upcoming solutions.   As a result, in the analysis of the current state, the fact that the processes itself works almost flawlessly shows that causes for delays and lack of stability lies between the operations. Thereby through ideation, evaluation and further development towards the conducted requirement specification, a solution to start with is to make sure the visual management works. A solution creating a complete overview of the production between all operations integrating new products with aftermarket using a new kind of visual production control boards. These visual production control boards will help prioritizing using FIFO queues and daily meetings, seeing capacity demands and troubles easy by stacking station- or areawise and also create an altogether working flow together with the current layout of the production site.   Further recommendations include further development of these visual production control boards together with implementing a CONWIP planning and control principle using wagons, standardize communications and continuously become more transparent inside the company. The proposed solutions might not guarantee N days inside the Järfälla production site but it will help operators, planners and management to easier locate problems and allocate capacity to increase the flexibility of the production. / Detta examensarbete är det sista delen på civilingenjörsprogrammet Teknisk Design vid Luleå tekniska universitet, ett arbete som genomfördes mellan januari och september 2017 hos Saab AB Surveillance i Järfälla, Sverige. Syftet med examensarbete var att utföra en nulägesanalys över eftermarknadsproduktionen för att senare kunna ge förslag på förbättringar och kunna hjälpa till att skapa integration mellan eftermarknadsproduktion och produktionen av nya produkter.   Produkter som produceras av Saab i Järfälla används i militära försvarssammanhang där de större systemen inom elektronisk krigsföring (EW) och motåtgärder har mycket långa livscykler, t.ex. upp till 40 år och används i mycket krävande miljöer. Därmed har produkterna olika omfattande serviceavtal för inkludera support med reparationer, underhåll, leverans och transporter mellan Saab och kund. Ett av dessa serviceavtal kräver en genomsnittlig netto ledtid på N+12 dagar mellan kund och Saab för reparation varav N dagar maximalt hos produktionen i Saab Järfälla. Kartläggningen av situationen och hanteringen av all produktinformation i en produktion med hög variation och låg volym har inte varit lätt. Eftermarknadsprocesserna inom Järfälla inkluderar diagnostisering, reparation, montering och testning för att säkerställa produktens prestanda. Eftermarknaden delar även resurser med produktion av nyframställda produkter vilket är en av anledningarna till att skapa en stor skillnad i ledtidens standardavvikelse. Andra orsaker som informationshantering, prioritetsinferens, flexibilitetsproblem och dålig visuell hantering har medfört förseningar i produktionen.   Projektet har genomförts genom en utvecklingsprocess med olika metoder för att kartlägga den nuvarande situationen och att komma med nya idéer för att förbättra situationen. Det startade med en sökning i tillgänglig litteratur och forskning om HMLV-produktion, eftermarknadssituationer och lean principer, på att använda välkända metoder för att analysera som value stream mapping, Ishikawa diagram och datainsamling för att skapa en kravspecifikation för kommande lösningar.   Som ett resultat visar det faktum att processerna själva fungerar nästan felfritt och att orsakerna till förseningar och bristen på stabilitet ligger istället mellan operationerna. Därigenom genom idégenerering, utvärdering och vidareutveckling mot den genomförda kravspecifikationen, är en lösning till att börja med att se till att den visuella hanteringen fungerar. En framställd lösning som skapar en fullständig översikt över produktionen mellan alla verksamheter som integrerar nya produkter med eftermarknaden med hjälp av en ny typ av visuella produktionsstyrningstavlor. Dessa visuella produktionsstyrningstavlorna kommer att bidra till att hjälpa prioritera genom att använda sig av FIFO-köer och dagliga möten, eftersom kapacitetsbehov och problem är enkla genom att istället stapla station- eller områdesvis och skapa ett helt arbetsflöde tillsammans med produktionsplatsens nuvarande layout.   Ytterligare rekommendationer inkluderar vidareutveckling av dessa visuella produktionsstyrningstavlorna tillsammans med implementering av en CONWIP planerings- och kontrollprincip med hjälp av vagnar, standardisering av kommunikationer och att kontinuerligt bli mer transparenta inom företaget. Lösningarna kan inte helt garantera N dagar på Järfällas produktionsplats, men det kommer att hjälpa operatörer, planerare och ledare att lättare hitta problem och fördela kapacitet för att öka produktionens flexibilitet.