Darbo tema UAB „Tiketa“ projektų vadovų klientų aptarnavimo proceso tobulinimas Darbo tikslas Įvertinti ir išanalizuoti bei pateikti rekomendacijas projektų vadovų klientų aptarnavimo proceso tobulinimui; Darbo uždaviniai • Nustatyti esamą projektų vadovų klientų aptarnavimo procesų grandinę bei įvertinti jos tobulintinas vietas; • Empiriškai įvertinti klientų aptarnavimo procesų neatitikimo priežastis bei problemos dydį; • Pasiūlyti veiksmus (rekomendacijas) aptarnavimo proceso tobulinimui; Tyrimo metodai • Giluminis interviu; • Stebėjimas; • Dokumentų analizė. Darbo rezultatai Darbo metu problemoms eliminuoti buvo pasiūlyta eilė vadybinių sprendimų, padėsiančių: 1.) Padidinti projektų vadovų naudingumą; 2.) Sumažinti klientų skundų skaičių; 3.) Sutrumpinti klientų aptarnavimo procesą; 4.) Palengvinti dokumentacijos pildymą; 5.) Išlaikyti ar padidinti klientų skaičių. / Work title Processes development of the project managers’ work with customers in JSC Tiketa. Work goal Measure, analyze and give recommendations for the project managers’ work with customers’ development; Work tasks • Identify process chain of the project managers and evaluate possible ways to develop it; • Empirically measure the reasons of inappropriate processes of project managers’ work with customers’ and size of the problem; • Give recommendations for the process development of the customer service. Methods of analysis • Depth interview; • Observation; • Documents analysis. Work outcomes There were recommended some actions to eliminate the problems, which would help to: 1.) Productivity increase of the project managers; 2.) Number decrease of the customer complaints; 3.) Shorten the process of the customer service; 4.) Simplify documentation filling. 5.) Save or increase number of the customers.

Magistro darbo tikslas - išanalizuoti klientų aptarnavimo kokybę viešajame sektoriuje remiantis „Sodros“ Tauragės skyriaus atveju. Darbe analizuojami klientų aptarnavimo kokybę įtakojantys veiksniai: klientų aptarnavimo kokybę gerinantys metodai ir priemonės, efektyvumo kriterijai, paslaugų teikimo ypatumai. Tyrimui atlikti pasirinkta klientų anketinių duomenų bei darbuotojų interviu analizė. Gauti duomenys parodė, kad „Sodros“ Tauragės skyriaus klientai aptarnaujami kokybiškai, o įstaigos darbuotojai vertinami kaip kvalifikuoti bei savo darbą išmanantys specialistai. Nustatyti pagrindiniai veiksniai įtakojantys klientų aptarnavimo kokybę: informatyvumas, konfidencialumas, aptarnavimo greitis bei kultūra. Patvirtinta darbe iškelta hipotezė, kad „Sodros„ klientų aptarnavimo standartai padeda užtikrinti klientų aptarnavimo kokybę. / The aim of the master thesis is to analyze the quality of customer service in National social insurance Taurage‘s department. The paper analyzes the customer service quality influencing factors for improving the quality of customer service techniques and tools, performance criteria, service providing features. The research was based on customer’s questionnaire data and staff interview analysis. The data of analysis showed that the National social insurance Taurage‘s department’s customers have a good quality service and the office staff are recognized as a qualified and knowledgeable specialists. The main factors influencing the quality of customer service are informative, confidentiality, service speed and culture. The hypothesis that National social insurance’s customer service standards help to ensure quality customer service was confirmed.

"Ginger Rogers did everything Fred Astaire did - only going backwards" Citatet används i flera litteraturer om returlogistik, detta för att ge uttryck åt den anspråkslösa betydelse returlogistik haft inom logistikvärlden, men som idag fått allt större betydelse. Uttrycket grundar sig i det rykte Fred Astaire hade, världens främste dansare. Vad som ofta kom i skymundan var prestationen från hans danspartner Ginger Rogers, trots att hon gjorde samma rörelser, fast baklänges och i högklackat. Det är enkelt, det är snabbt och du behöver inte trängas, fördelarna med e-handel är för konsumenten många, men hur påverkar denna utveckling företagen som bedriver butikerna? Handel av modevaror på internet har de senaste åren ökat markant, men det finns en problematik i att bedöma en produkt utifrån en bild, vilket är en bidragande faktor till att returer ökat avsevärt. Det finns många aktörer på marknaden och deras produktutbud är dessutom förhållandevis lika. Kunden kan därmed enkelt navigera mellan de olika e-handelsbutikerna, allt för att optimera sitt köp och göra en affär där det bästa erbjudandet erhålls. Frågan e-handelsbutikerna bör ställa sig är hur de kan differentiera sig på marknaden för att vara kundens första val. Då både konkurrens och rådande lagstiftning gör att e-handelsbutikerna erbjuder mer eller mindre generösa returregler, har de ett konstant flöde av varor som kommer i retur. Syftet med denna studie är att se hur e-handelsföretagen kan hantera dessa returer och framförallt hur de kan effektivisera sina processer för att minska returer, utan att förlora sina kunder och skada sitt varumärke. Genom en webbaserad enkätundersökning kunde författarna utläsa kundernas åsikter gällande e-handel av kläder och skor. Det framkom i undersökningen att kunderna värderar enkelhet högt och att de räknar med returer som en del av servicen, utan någon extra kostnad. För ett bredare perspektiv har även två intervjuer genomförts, en med ett företag verksam i branschen och en med en e-handelskonsult som arbetar strategiskt med olika e-handelsprojekt. Avslutningsvis menar författarna att e-handelsbutikerna är beroende av sina kunder men inte på bekostnad av deras överlevnad. Företagen bör istället möta sina kunder i olika kanaler och arbeta kontinuerligt med förebyggande åtgärder för att minimera antalet returer. E-handelsbutikerna är inte där idag, men de butiker som vågar ta initiativet att göra förändringar, kommer ha en plats på denna marknad i framtiden. / "Ginger Rogers did everything Fred Astaire did - only going backwards" This quote is used in several literatures about reverse logistic; in order to give expression to the modest significance reverse logistic has had in the logistic world, which today has become increasingly important. The quote has its origin in the reputation Fred Astaire had, the world’s greatest dancer. What often got overshadowed was the performance of his dancing partner Ginger Rogers, even though she did the same movements, but in reverse and in high heels. It’s simple, it’s fast and not crowded, the benefits of e-commerce are for the consumer numerous, but what impact does this has on the companies? Trade of fashion products online has, in recent years increased considerably, but assessing a product based on an image is a pronounced problem, which is a contributing aspect to why returns have increased in the same extent. There are many operators on this market and their product range is relatively equal. Due to this the consumers can easily navigate between e-commerce stores, all to optimize purchases that will fulfil their expectations and needs. The question e-commerce stores should be given is how they can differentiate themselves to be the customer’s first choice. The purpose of this study is to see how e-commerce companies can handle these returns, and especially how they can streamline their processes to reduce returns, without losing their customers and damaging their brand. Through a web-based survey the authors could interpret customer’s opinion regarding e-commerce of clothes and shoes. The outcome of the survey showed that customer value simplicity high but also expect returns as a part of the service, without any major expenses. For a broader perspective two interviews were conducted; one with a company operating on this market and one with an e-commerce consultant who is strategically working with various e-commerce projects.  In conclusion the authors argue that e-commerce stores are dependent on their customers, but not at the expense of its survival. They need to meet their customers in different channels and work preventive to minimize the number of returns. E-commerce stores are not yet there, but those stores that take the initiative to make changes will be an operator who will have a place on this market in the future.

AbstractTitle: How Marknadsdata information AB works with relationship marketingLevel: Final Thesis for bachelor degree in Business AdministrationAuthor: Randip ChoudhurySupervisor: Dr. Aihie OsarenkhoePurpose: The purpose of this thesis is to examine how Marknadsdata information AB workswith their relationship marketing, and examine possible gaps between their strategy andimplementation of their relationship marketing. This study aims to provide insights on thecore components of CRM and the implementation of CRM strategy.Methodology: I have used primary data for this study by doing, interviews with ChristerJönsson at Marknadsdata AB to get his insight view of how the company operates to be ableto answer the purpose of this thesis which is to find out if there are any gaps in the way howMarknadsdata AB operates its business and how it resembles or differs with Donaldson’smodel. The secondary data I have used for this research is mainly from the Internet, articlesand literatureFindings: Marknadsdata information AB will not be successful on their market if they don’twork with their relationship marketing strategy. They have to keep in touch with customers,respond to the trends in the market and, in particular, to the changing demands of customers.For Marknadsdata information AB it’s important with relationship marketing both internallyand externally. Internal service quality for the company is about employee satisfaction whichultimately effects externally to customer satisfaction. By creating value to employees they cancreate value to customers.Research conclusions: Companies will not be successful on the market until they developtheir relationship marketing strategy. Companies need to keep in touch with customers,respond to the trends in the market and, in particular, to the changing demands of customers.Practical implications: By working with research and evaluating customers’ needs, which Ifound will reflect their future business. I think it’s also important that the management at thecompany works with employee’s on a regular basis. If the company doesn’t work with marketresearch and other customer generating mechanisms I think that the company is going to havedifficulties with their relationship work and to be able to make business at their market area.Value: The study shows customer relationship marketing strategy as a key to operate businessand implementing it in the organization. This thesis contributes a deeper understanding in thesubject relationship marketing.Keywords: Customer relations, Customer service management, Relationship marketing,Cross-functional integration, Management strategy

Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the �customer� have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both �real� and �constructed�, that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these �customers� on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct �discursive customers� as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers� relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.

The usage of artificial intelligence in banking is an important theme within entrepreneurial research. The purpose of the study was to analyse the motivations, challenges and opportunities for Swedish banking institutes to implement artificial intelligence based solutions into their customer service process. The research is based on a case study of the Swedish banking institute Swedbank AB, who introduced an AI based virtual assistant (Nina) to deal with customer requests. For the qualitative study, interviews with Swedish banking customer and experts were conducted. Further, to understand the managerial motivations of Swedbank, a theory of Moore (2008) regarding innovation management was applied. The findings display that Nina improved the service spectrum of Swedbank with the potential of decreasing costs, while maintaining customer satisfaction. Further, the results displayed a high acceptance of new technologies from the customer perspective. This provides the foundation for Swedbank to introduce further artificial intelligence based services. Banking institutes and other service oriented organisations with high customer interaction can use the implications of the thesis when considering to more effectively handle customer requests.

Aim of this thesis is optimisation of system of managing stocks in Viscofan CZ s. r. o. and suggestion of measure to reduce lock capital in stocks with increase of customer service level. On the base of ABC analyse was chosen skinless and fibrous products. Skinless is main product, on the other hand fibrous is minor. Chosen casing was analysed to turnover of stock, lock capital and structure of stock in the respect of time of storage. On the base of these results was found out that approximately in the skinless is locked about 69 mil. Kč. In the fibrous it is more than 12 mil. Kč. Necessary to say, the outdate stocks of skinless form 18 % of whole stock that represent 12,5 mil. Kč. In case of fibrous form 46 % that mean 5,56 mil. Kč. Old stocks arise because of refusal of acceptance goods by customers. From this situation result need of optimization of system of managing stocks to lower lock capital. Two types of optimisation were suggested. First type tries to minimize amount of new outdate stock. First I suggest to start analysing of customer service level. This remedy could lead to reduce new outdate stock about 50 % that means saving almost 5,7 mil. Kč. Important benefit could be higher reliability of company for customers. With this optimization is connected another that suggest implementation of participation of sales representatives on income from sold product with reflection to reliability of their customers. The more reliable customer the higher commission. Second type of optimization is way of reduce current old stocks. One possibility is to compensate new orders by outdate stocks. This could lead to provide lock capital, mostly 20 mil. Kč. Second possibility is to sale with discount. All suggested optimizations start from current needs of company. Combination of optimization could bring higher benefits than individual implementation.

Master of Agribusiness / Department of Agricultural Economics / Jason Bergtold / It is challenging to know when customers are satisfied or dissatisfied with a product or service. Feedback mechanisms such as surveys are frequently used to gain feedback and evaluate the customer’s perceptions of the product or service. John Deere, like most companies, takes an active role in understanding customer satisfaction, using surveys and feedback through field teams and the dealer channel. Shortcomings with this method include the need for customers to voice their complaints first, which can take a significant amount of time, delaying John Deere from providing needed service. The purpose of this research is to examine the usefulness of using primary diagnostic data collected by John Deere to assess customer satisfaction. Specifically, to examine if the number of diagnostic trouble codes (DTCs) on a John Deere 8R series row crop tractor experiences has an impact on customer satisfaction scores reported on surveys. Then determine if this data would be useful to help identify dissatisfied customers proactively. Statistical analysis and regression were used to understand the impact DTC’s have on customer satisfaction. Analysis indicates that for every 100 Total DTC’s a machine exhibits one could expect to see a 4 point reduction in overall CSI score by the customer. This information may prove valuable in being able to understand customer satisfaction more proactively.