Scania CV AB, Scania Commercial Vehicle Aktiebolag, är ett produktionsföretag som tillverkar och levererar lastbilar, bussar, motorer samt tjänster. Forskning och utvecklingsenheten en stor del av Scanias framgång, bestående av 3500 medarbetare har som mål att utveckla samtförbättra högkvalitativa produkter och lösningar. Detta examensarbete har utförts på forsknings och utvecklingsavdelningen RCDA som ständigt jobbar med att fastställa lastbilarnas upplevda kvalitet. Syftet med examensarbetet var att identifiera förbättringsmöjligheter samt föreslå hur dessa skulle kunna implementeras på företaget med utgångspunkt från det valda förbättringsområdet på avdelningen RCDA. Målet med arbetet var utöver att leverera en litteraturstudie presentera förbättringsförslagen och dess effekt i en implementeringsplan. Säkerställandet att ovanstående syfte och mål uppfylldes gjordes med nedanstående frågeställning:Hur kan processer inom ämnet upplevd kvalitet på Scania utvecklas och förbättras?➢Vilka delprocesser påverkar processer angående upplevd kvalitet mest?➢Vilka delar av den avgränsade processen kan uppnå betydelsefulla förbättringar?➢Vilka förbättringar i den avgränsade processen kan göras? Besvarandet av frågorna gjordes genom datainsamlingsom innefattade, observationer, intervjuer och en litteraturstudie. Projektet avgränsades i samband med datainsamlingen till delprocessen Virtual AAR Evaluation som efter intervjuer och diskussioner med medarbetare visade möjligheter till konkreta processförbättringar. Förbättringsområdena arbetssätt, kommunikation och processtruktur definierades. Varav medhjälp av en litteraturstudie kring ämnena perceived quality och virtual evaluation togs lösningsförslag fram. Lösningsförslagen innefattar:➢Checklistor för kvalitetssäkring➢Mätning av leverantörers prestanda➢Workflow management, ger struktur och effektivitet➢Dialogisk kommunikation➢Transformativt ledarskap Slutsatsen i arbetet visar på att implementering enligt den plan som presenterats ger upphov till konkreta förbättringar inom delprocessen virtual AAR evaluation genom minskad resursanvändning och kvalitetssäkring av processen. / Scania CV AB, Scania Commercial Vehicle Aktiebolag, is a production company that manufactures and supplies trucks, buses, engines, and services. Research and Development Unit, a major part of Scania's success, consisting of 3,500 employees, aims to continually develop, and improve high quality products and solutions. This project was carried out at the research and development department RCDA, which constantly work to determine the perceived quality of Scania’s trucks. The purpose of this thesis work was to identify improvement opportunities and suggest how these could be implemented on the chosen improvement area in the RCDA department. The aim of the work was to provide a literature study and deliver improvement proposals and its impact in an implementation plan. Assurance of the fulfilment concerning the above purpose and objectives were made with the following questions:How can processes in the subject of perceived quality on Scania be developed and improved?➢Which sub process affect the process concerning perceived quality?➢Which parts of the defined sub process can achieve significant improvements?➢What improvements in the defined sub process can be made? The answers to the questions were done through data collection that included observations, interviews, and a literature study. The project was defined subsequently with the data collection to the AAR-sub process Virtual AAR Evaluation. Which, after interviews and discussions with employees showed opportunities for concrete process improvements. Improvement areas such as working methods, communication and process structure were defined. Concrete solutions were then presented and supported with articles from the literaturestudy:➢Checklists for quality assurance➢Measurement of supplier performance➢Workflow management, provides structure and efficiency ➢Dialogical communication➢Transformative leadership The conclusion shows that implementation according to the plan presented may give rise to concrete improvements in the sub process virtual AAR evaluation through reduced resource utilization and quality assuring the process.

Le but du travail est d’analyser l’impact du couple grain/matériau des pièces grainées en injection de polypropylène sur les caractéristiques de la surface et leur Qualité Perçue. En l’absence d’outils préexistants, un système de caractérisation et de prédiction des propriétés d’aspect des « grains » a été développé intégralement. Il comprend un référentiel de caractérisation (à 12 descripteurs) et deux instruments : un panel visuel entraîné spécifiquement et un panel instrumental. Le panel instrumental utilise des mesures issues de 3 instruments. Il a permis d’élaborer 12 modèles prédictifs. En appliquant ce dispositif à un ensemble d’échantillons en polypropylène injecté, il a été possible de dissocier l’influence de l’esthétique du grain (descripteurs de « fantaisie ») de ce qui permet de différencier matières et qualité de réalisation (descripteurs de « brillant »). Une exploration des impacts de la composition des matières, de la topographie des grains et de la réponse de la matière à cette topographie lors de l’injection a été réalisée sur un groupe de 4 grains et 3 matières, pour 3 couleurs. Enfin, une large enquête client a été menée, dont les résultats ont été exploités pour établir comment les caractéristiques évaluées par le panel entrent en relation avec la perception de la qualité. Il apparaît que l’esthétique du grain et son association à la couleur, puis le brillant perçu, impactent majoritairement les jugements de qualité. Quoique prospectif, ce travail permet de développer des « gênes » de grains adaptés à différents types de clientèle en considérant dès le départ l’influence du couple « géométrie du grain - potentiel visuel de la matière ». / The aim of the study is to analyse the impact of texture/material couple of polypropylene injection pieces on the characteristics of the surface and the Perceived Quality. In order to answer this question, we developed a system for the characterization and the prediction of the appearance of the texture. It includes a scale of characterization (composed of 12 descriptors) and two «instruments» of characterization: a visual panel and instrumental panel. The instrumental panel is composed of 12 predictive models of the 12 descriptors. The models are built on sensory ratings and the measures of 3 instruments. The characterization system is used on a set of samples of injected polypropylene making it possible to defines the aesthetics descriptors of the grain (“fantasy” descriptors) and descriptors that differentiate the materials (gloss descriptors). An exploration of the impact of the material composition, the topography of the grains and the response of the material to the topography during the injection moulding was performed on a group of samples with 4 grain, 3 materials and 3 colors. Finally, a large customer survey was conducted. The results have been exploited to establish how the characteristics evaluated by the panel are related with the perception of quality. It appears that the aesthetics of the grain and its association with the color and then its gloss, mostly impact the judgments of quality. Although prospective, this work allows the development of the "genes" of grains suitable for different types of customers, by considering the influence of the couple "grain geometry - visual potential of the material."

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-04-05T23:41:21Z No. of bitstreams: 1 Anna Sofia Costa Neri.pdf: 1757298 bytes, checksum: b4e53d5be3ed8bb584b6b5da02489f69 (MD5) / Made available in DSpace on 2016-04-05T23:41:21Z (GMT). No. of bitstreams: 1 Anna Sofia Costa Neri.pdf: 1757298 bytes, checksum: b4e53d5be3ed8bb584b6b5da02489f69 (MD5) Previous issue date: 2015-12-07 / The service sector has shown steady expansion in the Brazilian economy, reflecting directly expressive financial results for the country. The health insurance sector is inserted in this context and in the face of disability in the provision of public health services to the population in a universal way, it presents itself as an indispensable element in the framework currently in force in Brazil. The sector's growth has provided an intense competition between operators of health plans by requiring these companies seek to capture and keep customers loyal to their services, thus remaining competitive. However, a considerable amount of customer complaints of this market is presented by the National Health Agency. Identifying the relationship between perceived quality, perceived value and cost of change as trainers concepts of customer loyalty, this study sought to understand that relationship with users of supplemental health services. These, in turn, provided information by completing a validated questionnaire that was used to build a theoretical model analyzed by structural equation modeling with the use of partial least squares technique (PLS). The theoretical framework used in this paper presents the trainers concepts and customer loyalty influencers. The results demonstrated an understanding of users and service aspects of the study, both in its relationship to the health insurance, as in its relationship with the hospital use most with your plan. Relations between the concepts presented in the model were mostly positive, except for the influence of the value perceived by the customer in relation to the health plan on loyalty to the hospital, and the influence of the value perceived by the customer in the hospital on customer loyalty to the health plan. / O setor de serviços tem apresentado constante expansão na economia brasileira, refletindo diretamente em resultados financeiros expressivos para o país. O setor de saúde suplementar está inserido nesse contexto e, diante da incapacidade na prestação de serviços públicos de saúde à população de forma universal, se apresenta como um elemento indispensável no quadro atualmente vigente no Brasil. O crescimento do setor proporcionou a competitividade entre as operadoras de planos de saúde, exigindo que estas empresas busquem captar e manter clientes leais aos seus serviços, consequentemente, mantendo-se competitivas. Entretanto, um considerável volume de reclamações dos clientes desse mercado é apresentado pela Agência Nacional de Saúde Suplementar. Identificando a relação entre qualidade percebida, valor percebido e custo de mudança como conceitos que influenciam a lealdade do cliente, este trabalho buscou entender a referida relação junto aos usuários dos serviços de saúde suplementar. Estes, por sua vez, forneceram informações por meio do preenchimento de um questionário que foi utilizado para construção de um modelo teórico analisado por meio da modelagem de equações estruturais com a utilização da técnica dos mínimos quadrados parciais (PLS). O suporte teórico utilizado neste trabalho apresenta os conceitos formadores e influenciadores da lealdade do cliente. Os resultados demonstraram o entendimento dos usuários quanto ao atendimento dos aspectos estudados, tanto em sua relação com o plano de saúde, como em sua relação com o hospital que mais utiliza com seu plano. As relações entre os conceitos apresentados no modelo foram, em sua maioria, positivas, com exceção da influência do valor percebido pelo cliente em relação ao plano de saúde sobre a lealdade ao hospital, e a influência que do valor percebido pelo cliente no hospital sobre a lealdade do cliente ao plano de saúde.

El objetivo del presente trabajo de investigación es determinar la calidad percibida en los servicios de karaokes de Lima Moderna. Para dicha investigación se utilizó la metodología del modelo SERVQUAL. El diseño de la investigación es un estudio descriptivo, cuantitativo y no experimental y de tipo aplicado. Se realizaron 233 encuestas digitales enviadas por conveniencia a clientes que asisten frecuentemente a los principales karaokes ubicados en los diversos distritos de Lima Moderna. Las preguntas se agruparon en cinco factores; tangibilidad, fiabilidad, capacidad de respuesta, seguridad y empatía. Los resultados evidencian la validez del instrumento utilizado para la investigación con una fiabilidad de 0,97. Como resultado del estudio de investigación, se concluye que son los factores de fiabilidad y seguridad los que influyen significativamente en la calidad percibida por los clientes del servicio de karaokes. El trabajo también investiga la relación entre factores, atributos y la calidad percibida por rangos de edad, así como comparativos entre principales distritos y karaokes de Lima Moderna. En el Perú no existen estudios que aplican el modelo SERVQUAL para medir la calidad de servicio en los servicios de entretenimiento denominados karaokes, por lo que, creemos, esta investigación servirá de base para futuros estudios sobre este rubro de negocio en Lima Moderna. / The objective of this research is to determine the perceived quality of karaoke services in modern Lima. The methodology of the SERVQUAL model was used for this research. The design of the research is a descriptive, quantitative and non-experimental study of an applied type. A total of 233 digital surveys were sent out for convenience to clients who frequently attend the main karaokes located in the various districts of Modern Lima. The questions were grouped into five factors; tangibility, reliability, responsiveness, security and empathy. The results show the validity of the instrument used for the research with a reliability of 0.97. As a result of the research study, it is concluded that it is the reliability and security factors that significantly influence the quality perceived by karaoke service clients. The work also investigates the relationship between factors, attributes and perceived quality by age ranges, as well as comparisons between main districts and karaokes in modern Lima. In Peru there are no studies that apply the SERVQUAL model to measure the quality of service in the entertainment services called karaokes, so we believe this research will serve as a basis for future studies on this business area in Modern Lima. / Tesis

La alimentación que tienen las personas es cada vez más controlada a causa de la información que descubren por internet. Dentro del proceso de compra de estas existen factores de riesgo en la calidad percibida que afectan a la intención de compra en la categoría de untables dulces. Este estudio busca investigar a las madres modernas de 30 a 40 años que realizan compras en los supermercados y como estas se ven afectadas por los octógonos de advertencia que poseen los untables dulces. Las estadísticas demuestran como la categoría de untables está en actual crecimiento a pesar que cada vez más las personas buscan tener un estilo de vida saludable. Este artículo presenta como los factores afectan a la calidad percibida y su relación con la intención de compra en los supermercados premium en Lima Metropolitana. / The diet that people have is increasingly controlled because of the information they discover online. Within the process of buying these there are risk factors in the perceived quality that affect the purchase intention in the category of sweet spreads. This study seeks to investigate modern mothers between the ages of 30 and 40 who make purchases in supermarkets and how they are affected by the warning octagons that sweet spreads possess. Statistics show how the spreads category is currently growing despite the fact that more and more people seek to have a healthy lifestyle. This article presents how factors affect perceived quality and its relationship with purchase intention in premium supermarkets in Metropolitan Lima. / Trabajo de investigación

Actualmente, se viene impulsando el comercio electrónico de una manera cada vez más acelerada en nuestras vidas. De este modo, para las empresas de comercio electronico es indispensable identificar cuales son las percepciones del consumidor online con respecto a la compra, conocer el habito de consumo del consumidor en plataformas online de compra, jerarquizar los factores que mas influyen en la intencion de compra y analizar sus resultados de post compra. Por ello, el presente trabajo de investigación busca determinar los factores que influyen en la intención de compra, así como conocer cuáles son las variables fundamentales que son parte de la esfera de influencia en los consumidores online. De esta manera, evaluaremos 4 variables funtamentales que influyen en la intencion de compra como lo son: la asociación de marca, confianza hacia la empresa, calidad percibida del mensaje y por ultimo la personalización del consumidor. / Currently, electronic commerce is being promoted in an increasingly accelerated way in our lives. In this way, for e-commerce companies it is essential to identify what the online consumer's perceptions are regarding the purchase, to know the consumer's consumption habit in online shopping platforms, to prioritize the factors that most influence the purchase intention and analyze your post purchase results. Therefore, the present research work seeks to determine the factors that influence the purchase decision, as well as to know the fundamental variables that are part of the sphere of influence in online consumers. In this way, we will evaluate 4 fundamental variables that influence purchase intention, such as: brand association, trust towards the company, perceived quality of the message, and finally, consumer personalization. / Trabajo de investigación

Voice-activated personal assistants (VAPA) har på senare tid blivit allt vanligare i dagligt bruk för individer. Då VAPA används som sökmotorer är det viktigt att de kan leverera ett svar som användaren upplever är av god kvalitet. Tidigare studier har genomfört kvantitativa tester för att undersöka svarskvaliteten i VAPA där användarens upplevelse inte tagits hänsyn till. Vi presenterar en studie ämnad för att fylla denna kunskapslucka. Genom en litteraturstudie togs fem grundteman fram, relevans, trovärdighet, läsbarhet, aktualitet och rikhet på innehåll, som ligger till grund för upplevelse av god svarskvalitet. Genom en intervjustudie med nio respondenter har deras upplevelse av VAPAs svarskvalitet undersökts baserat på litteraturstudiens teman. Utkomsten av studien är: (1) Studien visade på ett komplext samband mellan dessa teman, där några teman var beroende av andra teman. (2) Rikhet på innehåll visades ha motsatt effekt i en VAPA jämfört med traditionella sökverktyg, detta då rikheten i VAPA önskades vara kort och koncist snarare än att visa mycket innehåll. (3) I VAPA bör svaren vara i rätt svarsform för den ställda frågan, därmed bör svaren vara enkla, tydliga och inte innehålla onödig information såsom annonser som kan störa användaren i sökandet av ett svar. (4) Svarens trovärdighet är beroende av källornas rykten och användarens kunskap om källan, där vissa användare upplever blind tillit till vissa källor. / Voice-activated personal assistants (VAPA) have recently become more common in daily use for individuals. Because VAPAs are used as search engines, it is important that they can deliver an answer that the user feels is of good quality. Previous studies have conducted quantitative tests to examine the response quality in VAPA where the user experience has not been taken into account. We present a study intended to fill this knowledge gap. Through a literature study, five base themes were developed, relevance, credibility, readability, timeliness and richness of content, which is the basis for the experience of good response quality. Through an interview study with nine respondents, their experience of VAPA's response quality was investigated based on the literature study's themes. The results of the study are: (1) The study showed a complex relationship between these themes, where some themes were dependent on other themes. (2) Richness in content was shown to have the opposite effect in a VAPA compared to traditional search tools, as the richness in VAPA was desired to be short and concise rather than to show a lot of content. (3) The answers in VAPA should be in the correct form of answer for the question asked, thus the answers should be simple, clear and not contain unnecessary information such as advertisements that could disturb the user in the search for the answer. (4) The credibility of the answers depends on the sources' rumors and the user's knowledge of the source, where some users experience blind trust in certain sources.

Informal markets for fashion are a growing phenomenon around the world and more specifically in the Democratic Republic of Congo. In different cities in the Democratic Republic of Congo, there are tents housing vendors who sell second-hand clothes. These markets are becoming the millennials' shopping hubs as millennials are on a quest for uniqueness, fashion trends and value for money. Limited research regarding the shopping patterns and purchase decisions of Congolese millennials and even less regarding the informal clothing market in the Democratic Republic of Congo is available. This research is aimed at investigating factors influencing millennials in the purchase of second-hand clothes in the informal markets in the Democratic Republic of Congo. The theoretical framework was guided by the theory of planned behaviour from which the researcher constructed an adapted model. The purchase of secondhand clothes is the behaviour that is preceded and influenced by the consumer's intention to purchase. In turn, the intention to buy clothing from informal markets is influenced by various factors. Five factors were added to the model, namely quality, clothing interest, peers' opinions, price consciousness and the need for uniqueness. The model was investigated through a qualitative case study analysis. The data was collected through face-to-face interviews and the thematic analysis was conducted and interpreted manually. The target population argued that second-hand clothes are unique, durable and affordable. These clothes allow them to shop the fashion trends they see on social media from around the world. Thus, it is important to have a valuable understanding of the factors influencing Congolese millennials to buy second-hand clothes. Retailers and marketers in the fashion industry of the Democratic Republic of Congo, particularly those in the informal clothing market, can consider the consumer insights acquired in this research and apply them to increase their advantage in the market place.

En los últimos años, las marcas blancas han ido revolucionándose en diferentes categorías del mercado, principalmente en las de alimentos y farmacias. Es por ello, que en esta investigación se desea saber cuál es la relevancia de productos de marcas blancas en otras categorías, como es la de televisores en lugares como tiendas por departamento y supermercados con factores de marketing mix como precio, calidad percibida, innovación, asesoría en el punto de venta, forma de pago y promociones. Se comenzará justificando el tema elegido, citando a autores que respaldan con conocimientos previos la investigación y brindan un contexto. Se expondrá hasta donde se quiere llegar con la investigación y de la misma manera cuales con las limitaciones que se han encontrado en el camino. Por otro lado, se desarrollará la matriz de consistencia, donde está la pregunta de investigación, seguida de las variables (dependientes e independientes), KPI’s, hipótesis y finalmente los objetivos. La metodología a utilizar será de tipo exploratoria correlacional, dividiéndose en cualitativa y cuantitativa. / In recent years, private labels have been revolutionizing in different market categories, mainly food and pharmacy. That is why, in this research, we want to know which is the relevance of private label products in other categories, such as televisions, in places such as department stores and supermarkets with marketing mix factors such as price, perceived quality, innovation, advice at the point of sale, payment method and promotions. We will begin by justifying the chosen topic, citing authors who support the research with prior knowledge and provide context. It will be exposed to where we want to go with the investigation and in the same way as with the limitations that have been found along the way. On the other hand, the consistency matrix will be developed, where the research question is, followed by the variables (dependent and independent), KPIs, hypotheses and finally the objectives. The methodology to be used will be of a correlational exploratory type, divided into qualitative and quantitative. / Trabajo de investigación

Esta investigación tiene como objetivo analizar las diversas variables relacionadas con la intención a la adopción de las plataformas online de farmacias, para dicho objetivo se trabajó bajo el modelo de la Teoría Unificada de la Aceptación y Uso de la Tecnología (UTAUT, por sus siglas en inglés). Para probar las hipótesis planteadas se propone realizar un estudio cuantitativo con una muestra de cuatrocientas personas las cuales ayudarán a obtener el grado de significancia entre las variables de calidad percibida, precio, social influence, expectativa de esfuerzo y de rendimiento con relación a la intención a la adopción de la plataformas online de farmacias. A su vez, para el estudio se consideró incluir las dimensiones de la variable de calidad percibida: calidad de la información, calidad del sistema y calidad del servicio las cuales ayudarán a profundizar la relación de la misma. Dicha investigación presenta limitaciones geográficas en cuanto al número de la muestra planteada. Esta investigación busca servir de apoyo a futuros estudios para conocerla intención de adopción de las personas hacia las plataformas online de farmacias. / This research has to analyze the differents constructs to the intention to adopt on e-pharmacy platforms, for this objective we worked under the unified theory of acceptance and use of the technology (UTAUT) model. To test those hypotheses, it is proposed to realize a quantitative study with a four hundred sample people who help to obtain the degree of significance between the constructs of perceived quality, price, social influence, effort and performance expectancy in relation to the intention to adopt online pharmacy platforms. At the same time, for this study to be considered include the perceived quality dimensions: quality information, quality system and quality service which will help to deepen the relationship of the same. This study presents geographic limitations in relation to the number of the sample proposed. This research seeks to support future studies of the intention to adopt of people towards online pharmacy platforms. / Trabajo de investigación