The sale of vehicles in Peru has increased by more than 6% only between the years 2016-2017, with Peru being one of the seven countries with an increase in vehicle fleet between these years, and it is also the fourth country with the highest sales, only after Brazil, Argentina and Chile. However, the post-sale service by the companies that provide these services currently does not meet certain essential aspects to meet the demand, one of the most outstanding, the delivery time, largely due to bad practices and capacity problems. of the concessionaire, generating considerable losses. Thus, this study developed a methodology to optimize the production of preventive maintenance services in automotive dealers applying lean manufacturing tools in order to reduce waiting times, delivery of vehicles at the wrong time and defective services. The pilot proposal was validated in one of the largest concessionaires of preventive maintenance service. The methodology reduced the lead time in two hours. The queues were reduced before each process and the percentage of vehicles delivered untimely from 28% to only 8% was reduced. In addition, the culture of good practices was implemented.

Made available in DSpace on 2016-12-01T19:18:49Z (GMT). No. of bitstreams: 1 capafabiano.pdf: 120940 bytes, checksum: 7b1a8e638e0882026b1a6ce6cf78daaa (MD5) Previous issue date: 2010-06-27 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Relationship marketing is considered an important strategy in customer loyalty. Consumers are increasingly demanding, especially with products of superior standard. Customer contact, affection, respect, attitudes are companies that maintain healthy relationships with their customers. Before selling companies usually keep these attitudes. The central theme of this study is aftermarket. We tried to identify through interviews with managers of three segments of the construction industry, furniture and decoration, furniture and electronics and planned residential automation of Florianopolis, the actions are conducted as post-sale. The research is characterized as exploratory as to their goals. In nature, it is a qualitative research, by collecting data in the form of in-depth interviews. The sample is considered non-probability, selected by the judging criteria and accessibility. The choice of segments analyzed and provided through the concept of constellations of consumption. It was concluded that the concern of these managers after the sale is the maintenance of product quality offered / O marketing de relacionamento é considerado uma importante estratégia na fidelização de clientes. Os consumidores estão cada vez mais exigentes, principalmente com os produtos de padrão superior. Contatos com clientes, carinho, respeito, são atitudes de empresas que mantém relacionamentos saudáveis com seus consumidores. Antes de vender as empresas costumam manter estas atitudes. O tema central deste estudo é pós-venda. Buscou-se identificar através de entrevistas em profundidade com três gestores dos segmentos da indústria da construção civil, de móveis e decoração, de móveis planejados e de eletroeletrônicos e automação residencial de Florianópolis, como se processam as ações de pós-venda. A pesquisa caracteriza-se como exploratória quanto aos seus objetivos. Quanto à sua natureza, trata-se de uma pesquisa qualitativa, mediante coleta de dados na forma de entrevistas em profundidade. A amostra considerada não probabilística, selecionadas pelos critérios de julgamento e acessibilidade. A escolha dos segmentos analisados e deu através do conceito de constelações de consumo. Concluiu-se, dentre outros aspectos, que a preocupação destes gestores após a venda, reside na manutenção da qualidade do produto ofertado

[pt] A logística reversa tem apresentado uma crescente importância para as empresas na atualidade. Os centros de distribuição devem estar estruturados para gerenciar esse processo, a fim de obter vantagens de natureza econômica, mercadológica e ambiental. Nesse estudo, procurou-se observar de que modo o fluxo reverso dos bens de pós-venda tem sido percebido e efetivado no âmbito de centros de distribuição de lojas de departamento. Desenvolve-se uma revisão bibliográfica, abordando diversos aspectos relacionados ao tema, para definir uma visão consistente e atualizada do tema. Primeiramente, são discutidas as características dos centros de distribuição, especificamente sua importância no sistema logístico, definições, funções básicas, layouts, vantagens na sua adoção, alternativas de armazenagem e um panorama de sua utilização nos diferentes segmentos de mercado. Logo após, são analisados os componentes da logística reversa, como a evolução dos conceitos, razões para sua crescente importância, fluxos dos bens de pós-venda e pós-consumo, motivos e destinos do retorno, a rede de distribuição reversa, os elementos chave dos bens de pós-venda, as dificuldades do sistema, exemplos da logística reversa nos centros de distribuição e a caracterização da logística reversa nos EUA baseada em uma pesquisa realizada em 1999. E, a partir do estudo de casos, envolvendo três empresas, são desenvolvidas considerações sobre o ambiente competitivo, importância e efetivação dos fluxos reversos existentes em cada empresa, procurando capturar o posicionamento das mesmas em relação à logística reversa. / [en] Nowadays, the reverse logistics is presenting an increasing importance in the business activities. The distribution centers must be so structured as to manage the reverse flows to obtain advantages of economic, marketing and environmental nature. The objective of this study is to evaluate how the reverse flow is been perceived and used by managers of department store companies. Initially, a literature search was developed in order to define a consistent and updated review of the distribution centers - their importance in the logistics processes, including definitions, basic functions, layouts, advantages of implementation, warehousing alternatives and an overview of its utilization in different market segments. In addition, important aspects of the reverse logistics are reviewed such as evolution, determinants, post-sale and post- consumption flows of goods, final destination, key elements of the reverse logistics, difficulties of the system, examples of reverse flows in the distribution centers and the characterization of reverse logistics in the USA based on a 1999 research. Finally, based on a field work involving three department store companies, some patterns related to the competitive environment, to management priorities, to the importance of the reverse flows in each company and to the manager`s perspective as well have been identified.

顧客關係管理（Customer Relationship Management，縮寫為CRM）是近來十分熱門的觀念，而關係行銷是此觀念在行銷上的實際應用。關係行銷的理論認為如果企業能蒐集顧客的詳盡資訊，並據此開發出個人化的行銷計劃，就可以有效地提昇顧客的滿意度，使其成為企業的忠實客戶，為企業帶來長期性的收益。 　　在行銷活動中，售後服務是維持顧客滿意度的重要環節。本研究以售後服務中的產品常見問題集（Frequently Asked Questions，縮寫為FAQ）為主題，實作一個FAQ導覽與維護的雛型系統。使用者可以在系統的協助下，瀏覽與產品有關的FAQ，若找不到想要的資訊，則可以提出新的問題，要求公司為其解答。 　　本系統運用代理人程式的觀念，協助FAQ導覽與新問題處理工作的遂行，並利用社群討論的方式，為顧客提出的新問題尋求解答。為了讓企業重視FAQ的維護工作，本研究試圖將FAQ的維護責任與公司的客服體制作初步的結合，其作法是將新問題的處理責任加諸於公司的員工，並由公司主管監督其工作進度。藉由這些努力，本研究希望塑造出一個良好的FAQ服務環境，使得顧客與企業能互蒙其利。 / Customer relationship management (CRM) has become a very popular concept recently. Relationship marketing is one of its application in marketing area. The relationship marketing theory claims that collecting detailed information about customers and developing customized marketing plans for individual customers can improve customer satisfaction and loyalty significantly, and organizations will benefit from this strategy in the long term. 　　Post-sale service (or after-sale service) is a vital part of marketing activities for maintaining customers' satisfaction. This study focuses on product FAQs (Frequently Asked Questions) in the post-sale service category and implements a prototype system which would allow FAQ navigation and maintenance on the Internet. Users can browse product-related FAQs with assistance from the system. If they cannot find satisfying information, they could issue new requests, and the organization would then resolve them. 　　The system applies software agents to assist the process of FAQ navigation and answering of new questions. Customers' requests can also be solved by a community-discussion approach. To force organizations to pay more attention to post-sale service, this study tries to incorporate FAQ maintenance into customer services by requiring employees to answer any raised questions, and allowing the managers to monitor the performance of those employees. Through such efforts, this study establishes a FAQ service environment and creates a win-win situation for both customers and organizations.

自從美國最高法院在廣達與LGE案中作出解釋後，便將權利耗盡理論亦稱為第一次銷售理論帶往另一個層次。此案已被普遍認為對於美國過去的判例影響甚鉅，對於產業界的商業活動發展更是具有深遠的影響。智慧財產權旨在保護發明及創造公眾利益間取得一平衡點，權利耗盡理論長久以來已被視為專利法中重要的一環，並藉以杜絕專利權人的過當控制。而最高法院對於第一次銷售理論的解釋，則進而撼動專利權人長此以往對限制性銷售策略的仰賴。 即便銷售後限制(Post-sale restriction)確實提供了專利權人避免耗盡其權利的好方法，但專利權範圍則限縮了專利權人所享有的權利控制範圍，換言之，專利權人僅能擁有專利法所賦予的權利，且其加諸於被授權人的購買條件限制僅限於該專利之功能及使用目的。而超越該專利功能及使用目的的過分限制，則可能導致專利權濫用。而在開放WTO框架下，國際貿易的頻繁也使得權利耗盡衍生出了在散佈等方面的相關討論，平行輸入/輸出的議題亦隨著跨國交易的興盛而隨之重要。 故此篇論文的研究目的不僅僅探討權利耗盡理論及其相關議題，更旨在藉由廣達案的啟發，提供台灣的IT產業一有效的專利授權策略，並提供不論專利權人或被授權人於制定授權契約時，能有一更具有策略性的思考方向。 / The Supreme Court’s current decision in Quanta Computer, Inc. v. LG Electronics, Inc. brings the exhaustion doctrine also known as first sale doctrine up to a new phase. This case is believed significantly overcome quite a lot of past precedents and will effectively influent industry business operations in the future. The core goal of intellectual property right aims to find a balance between protecting the incentives to create and innovate, and providing the benefits to public interests. Exhaustion doctrine has been long standing as part of patent law to prevent patentees’ over control. The interpretation made by Supreme Court regarding the first sale doctrine does vibrate the conditional sale strategies long believed by patentees. Now the Supreme Court brings the issue from the phase of patent law down to the contract law level. Subsequently, the litigations of antitrust and fair trade are therefore involved while patentees are tempting to make an “end-run” control over the downstream purchasers. Though applying post-sale restriction provides a way out for intellectual property owner from triggering the exhaustion, however, the scope of the patent claims determine how far the privilege is given to the inventors. A patent owner or licenser can only enforce its patent right while the right is truly granted by the patent law. Subsequently, the restriction set forth to limit the licensees or purchasers must be accordance with the function or feature of the patent claims for. On the contrary, the patentee intends to restrict its purchasers by holding the exclusive right which beyond the scope of the patent granted may result to patent misuse, for instance, the resale price maintenance, prohibition of manufacturing the competing products, the conditional license which incorporates another license, and overwhelming royalties on the price of the whole product instead of the actual usage of the patented article. Under WTO, the concern of intellectual property protection has become more critical in the perspective of international trade, different issues and disputes regarding exhaustion have also been generated. Not alike the traditional domestic exhaustion, the discussion regarding distribution has therefore been derived. Moreover, the issues related to parallel import/export are generated in accordance with the frequent cross-border transaction. The purpose of this research does not merely lead us look into the doctrine and restriction patentees used to impose for avoiding exhaustion. But I intend to further illustrate a guideline based on the inspiration from Quanta and the explanation of the Courts. This guideline should provide both patentees and licensees an orientation while considering making a licensing agreement.