Title: Volvo Trucks' Customer Value Proposition Authors: Ekaterina Storubleva, Gregor Milosch, Christian Neumann Tutor: Erik Hunter Date: May 2009 Keywords: Volvo Truck Corporation, truck industry, customer value, value drivers, retail strategy, communication, relationship marketing Purpose: The purpose of this thesis is to evaluate the general composition of Volvo Trucks' customer value proposition in Europe and to examine possible ways of enhancing it using Volvo's retailing strategy as a tool. Background: The concept of customer value gains more and more importance in modern companies. Firms have to truly understand what their customers expect in order to provide the right products for them.Truck manufacturing is a very cyclical industry, which is why in times of crisis, when trade volumes go down, they need to excel even more in order to maintain good business relations with their customers. Volvo Trucks, one of the world's leading truck producers, has adopted a special retailing strategy, in which it owns strategically important dealerships, in order to improve customer understanding and consequently customer value. This paper discusses in how far they succeed at this. Method: The authors followed a triangular approach, combining quantitative and qualitative research. The quantitative part was covered by a communication chain study and a value driver study, both developed by the authors. In the qualitative part, each participant answered ten open questions, which were then used for internal consistency checks and contributed additional thoughts. Conclusion: The Volvo Truck Corporation (VTC), by adapting its retail strategy, realized the importance of establishing long-term customer relationships and generating adequate intelligence about customer needs. The company not only incorporated influential elements of relationship marketing but also strives for sustainable improvements in customer-perceived value. However, some conflicts between the stakeholder groups involved have been discovered. The corporation's core values were found to be in line with customer preferences. In essence, it is crucial for Volvo Trucks to implement the ideas of relationship marketing, establish superior communication channels, and to promote a common understanding of customer value.

Focused transit hazard evaluations of distribution environments have become increasingly important in the recent past. This is due to the realization by businesses such as those in China (Baird et.al.,2004) that pack design optimization can result in reduction of packaging and other related costs, ensuring safe delivery of products as well as enabling companies to comply with global statutory obligations that demand packaging waste reduction via optimal packaging of goods. This work involved focused evaluation of the distribution hazards in truck transport within the bulk packed tea supply chain in Kenya as a basis for establishment of a pre-shipment protocol for packaged goods in order to optimize package designs and protect the physical quality of tea in transit. The parameters addressed included vibrations, shock, and environmental conditions of temperature and relative humidity. The research further examined how above transit conditions may affect important black tea physical quality parameters of density, particle size distribution, colour, and particle morphology. The work also formulated a new a pre-shipment testing protocol for tea (and other goods) moved within this supply channel thus allowing businesses to optimize their packaging designs. Furthermore, such pre-shipment protocols would help in predicting possible failure in transit. The Lasmont’s Saver model 3x90 transit data measuring unit mounted on the truck bed was used to collect transit data while a programmable electrodynamics vibration table was used to simulate the measured transit conditions. Using the specially fabricated rig apparatus for the experiment, analysis of changes of the tea physical properties of particle size distribution, bulk, tapped and compact densities as well as particle morphology and colour were investigated. The results showed that truck transport transit conditions experienced in the Kenyan roads with a composite spectrum of 1.358 (Grms) for the routes measured are more severe than the test standards set by both American Standard Testing Methods (ASTM) and International Safe Transit Association (ISTA) for truck transport conditions of 0.242 and 0,519 (Grms) respectively. This shows Kenyan roads compared to those where both ASTM and ISTA data was derived from are poorer and further confirms that both ASTM and ISTA standard tests may not be appropriate for use in designing optimal packaging for the Kenyan distribution environment. In addition, vibration intensities experienced were relatively higher than average recorded from other similar studies carried out in other parts of the world such as Brazil (0.628 Grms), USA(maximum 0.89 Grms), Spain (0.194Grms) and Indian highways (0.161 Grms). The work revealed how poor Kenyan roads are and that they would lead to damage of delicate physical qualities of tea including particle size distribution for each grade of tea, particle morphology and density unless the right packaging is used. This therefore underpins the importance of carrying out focused pre-shipment testing for a given distribution environment as general test procedures will not allow optimization of packaging designs. Due to the prevailing poor road conditions in Kenya as shown earlier by relatively high vibration and shock impacts, results showed that these hazards together with load compression affected the tea particle integrity in transit leading to breakage of larger tea particles to give rise to smaller particles unless adequate protective distribution packaging has been given due consideration. Equally, particle density as well as the particle surface morphology was affected resulting in undesirable impact on tea physical quality. Consistency in density of tea is an important aspect for the blenders of bulk tea since packing machines often operate within defined density limits. Compressive forces within the pallet load led to the crushing of larger tea particles into smaller ones, thus undermining the desirable black colour tea leaving it greyish which is considered in the tea trade as poor tea quality. In addition, the results confirmed that the effect of compression load on the physical tea quality was more severe than the vibration/shock impact alone. Moreover, the change in physical quality was related to the transit time (vibration period) up to maximum equilibrium level. Density of tea increased with compression load up to a maximum of 350g. The same, however, declined at 400g static load due to resonance conditions of the simulation assembly. Tea morphology measurements indicated that the initial rounded shape of the tea particles gradually changed to an elongated shape with rugged surface. This had an effect of not only damaging the desired black colour but also altered the flow properties of the tea which is an important aspect for bulk tea buyers during their subsequent handling activities of blending and packaging. A new relationship called compact density and compact ratio was established that related elevated tea density in transit due to ‘jamming’ of tea particles upon application of static load pressure on the tea at the lower levels of the pallet load. In addition, a correlation of density against tea powder “stain” travel within the test container containing tea particles, further confirmed that force impulses from the static load on top of tea particles was being transmitted perpendicular down to the bottom of the pallet load. The correlation of both the distance moved by the static load inside the tea container and tea powder “stain” column height on the test tube below the static load with the compact density of tea, brought out further empirical data that could be used by researchers to accurately predict the tea density from both the above parameters. The research further revealed that compressive forces on the tea particles at lower levels of the pallet load had more impact on the damage of tea particles compared to vibration/shock impacts. Finally, there is need for the existing packaging standards for bulk packed black tea to be revised in the light of the newly developed pre-shipment testing protocols from this research.

Boliden Mineral AB är ett metallföretag som producerar metaller för det moderna samhället. Företaget har två dagbrottsgruvor belägna i Aitik strax utanför Gällivare i norra Sverige, varav en är landets största dagbrott. Stora gruvtruckar av två olika modeller transporterar malm från gruvan till anrikningsverket där koppar och andra metaller utvinns. Truckarna utgör en viktig del av logistiken som influerar den totala produktiviteten i verksamheten. Skadade truckdäck har visat sig vara en av de största orsakerna till tillgänglighetsförluster för truckarna. Studiens syfte var att skapa en nulägesbeskrivning gällande underhållskedjan av skadade truckdäck i företaget samt ge förslag på förändringar av däckunderhållet för att förbättra tillgängligheten på truckarna genom att minska nedtiden för däckskador. Intervjuer med inblandade personalgrupper i underhållskedjan samt analyser av underhållsdata ligger till grund för resultatet i studien. En RAMS-analys utfördes för att finna felorsaker i underhållskedjan som bidrar till lägre driftsäkerhet av gruvtruckarna med avseende på däckskador. RAMS-analysen påvisade att de flesta flaskhalsarna i underhållskedjan finns inom området underhållssäkerhet, vilket innebär att underhållsorganisationen reagerar för långsamt för att underhållet ska kunna bedrivas optimalt. Däckunderhållet tar generellt för lång tid i förhållande till de ideala feltider som vore möjliga att uppnå för båda truckmodellerna. Tillräcklig utbildning för att bedömma skadade truckdäck saknas stora delar av dygnet, resursbrist kan förekomma i truckverkstaden samt otydliga direktiv råder mellan arbetsgrupper hur kommunikationen skall förmedlas vilket förlänger nedtiderna. I syfte att optimera underhållssäkerheten bör tydliga rutiner mellan arbetsgrupperna skapas, vidare bör utbildningen utökas till berörda arbetsgrupper vilket innebär att bedömning av däckskador kan ske oavsett tid på dygnet. Arbetsfördelningen för de inblandade arbetsgrupperna bör omfördelas för att skapa en mer effektiv underhållskedja. Utifrån funktionssäkerheten visade studien att den nyare truckmodellen har större problem med däckskador än den äldre truckmodellen. Av de truckdäck där drifttiden analyserats visade sig ett av däckmärkena ha för korta drifttider jämfört med Bolidens internt uppsatta gränsvärden. Underhållsmässigheten visade att den nyare truckmodellen är svårare att underhålla eftersom komponenterna är större samt att utrustning saknas för att utföra fler än ett däckbyte samtidigt. I övrigt har Boliden två olika avtal gällande däck och studien presenterar förändringar i dessa som möjliggör att företaget ska kunna höja tillgängligheten. För att kunna göra bättre kartläggningar och analyser om underhållskedjan utifrån underhållsdata kring däckskador på truckarna bör företaget skapa bättre rutiner för inrapportering och dokumentation. / Boliden Mineral AB is a mining company producing metals for the modern society. The company have two open-pit mines in Aitik, situated in Gällivare in the northern part of Sweden. One of these open-pit mines is the largest in the country. Two models of large mining trucks transports ore from the mine to the concentrator where copper and other metals are recovered. The trucks play a key role in the logistics of ore, therefore their availability affect the total production capabilities of the mine. Damaged truck tires is one of the main reasons of downtime of the trucks. The aim of this study was to present a status report of the maintenance chain regarding damaged truck tires in the company and give suggestions about changes in tire maintenance to obtain better availability for the trucks regarding damaged truck tires. The study is based on interviews with workers from different working places who are involved in the maintenance chain as well as studies of maintenance data regarding truck tires. A RAMS (Reliability, Availability, Maintainability and Supportability) analysis was performed in order to discover causes of breakdown and bottlenecks in supportability, maintainability and reliability in the maintenance chain, all of which affect the availability of the plant. Findings in the RAMS analysis demonstrated that most bottlenecks were found in the supportability of the maintenance organization underlining unsatisfactory reaction times during tire breakdowns. The study further exposed the fact that downtime on behalf of damaged truck tires is too long in comparison to the ideal times achievable for the organization. Main causes to this problem is the fact that educated personnel with sufficient knowledge to inspect tire damage is missing most of the day, occasional resource shortages in the truck workshop as well as uncertainty in the communication between different working places which increases the downtime. To optimize the supportability of the maintenance chain the company have to introduce clear routines between the different departments and make sure that necessary education is provided to all sectors so that inspections are possible at any time. The study shows that the reliability for the newer truckmodel have greater problems with damaged truck tires compared to the older model. The lifespan for one of the analyzed truck tires in the study was shorter than the limit put up by the company. The analysis regarding the maintainability displayed the fact that maintenance is more difficult to perform because of larger components. The workshop have merely one device to perform multiple tire changes at the same time which also increases the downtime. This study underlines the fact that changes in the two existing agreements for truck tires may increase availability of the trucks for the company.

This Master's Thesis deals with design of innovative electric platform truck with revolving cabin. This approach substantially increases comfort and safety, when driving backward. First part of the thesis is analytical and summarizes development and current state of platform trucks from perspective of design and technology, second part deals with design concept from perspective of shape and aesthetics, ergonomy, graphic design and technological issues.

This master‘s thesis pertains to the design of a garbage truck. The presented design offers a solution which respects the technical requirements of this vehicle, ergonomic needs of its crew and demands on the aesthetics of a modern vehicle for collecting and disposal of waste. The design cames from the knowledge gained in research part, historical, technical and design analysis. This work is generally set in to the present, so it respects today‘s technologies and manufacturing possibilities.

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This diploma thesis deals with a design of truck-centres count and location near the motorway D1. This design is a result of aspects which can influent truck-centres‘ count, size and location. There are derived the aspects on the basis of calculation of freight transport intensity till the year 2030 and its concurrence to accident frequency, traffic flow regulation, and also its concurrence to management of personnel labour (AETR), means of eventual maintenance need and means of vehicles’ reparation, services for motorway attendants and finally its concurrence to possibilities of controls by public authorities and police. In order to regulate freight transport traffic flows is calculated size of parking spaces and suggested their appropriate locations.

The master’s thesis processes project documentation for construction of Truck service, i.e. object for service and maintenance of trucks with built-in administrative part, situated in Letohrad. The proposed building is a onestorey hall, built-in floors are designed in the administrative part and auxiliary operating areas. The main entrance to the building with income for customers is located in the administrative part. Most of the first floor has a service hall with associated workshops and truck wash space. The supporting structure of the building is designed prefabricated reinforced concrete skeleton with continuous columns and girders mounted on short column brackets. The cladding of the service hall is designed with sandwich panels. The cladding of the administrative part is made of Ytong filler masonry. The facade of the administrative part is designed as ventilated. The horizontal load-bearing structures are assembled from Spiroll prestressed reinforced concrete ceiling panels. The roof is designed as typical for hall buildings, i.e. it is flat single-skinned roof with behind attica gutters and between roofs gutters formed by valleys falling down to the roof drains by spreading wedges.

Refuse trucks, commonly referred to as garbage trucks are a critical component of a municipality’s waste management industry. Their primary purpose is to collect, transport and deposit waste from households or businesses to designated transfer sites or dumps. Historically, refuse trucks have been powered by diesel fuel. The consumption of diesel fuel paired with the frequent accelerations or decelerations between each residential household along a route attribute to high amounts of tailpipe emissions and noise pollution within neighbourhoods. There is significant opportunity to explore avenues of powertrain electrification in refuse trucks to reduce their emissions and improve energy efficiency. To rapidly test promising powertrains, vehicle software models were developed. To accurately model the energy usage and power requirements of refuse trucks, environments for the models to operate were created. The environments were created using on-board diagnostic and positional data collected from refuse trucks in the City of Hamilton in Ontario, Canada. The data collection was done under a research collaboration between the City of Hamilton and the McMaster Automotive Resource Centre. The approaches used to develop the drive and duty cycles for the vehicle models offer some innovative approaches without the need for invasive devices to be installed. The powertrains that were modelled includes an all-electric, ranged extended electric and conventional refuse trucks. A comparative analysis of the pump-to-wheel powertrain efficiencies were completed looking at metrics such as fuel economy, payload capacity and fuel costs. Lastly, a look at truck emissions from a well-to-wheel perspective were completed to investigate the impact of each powertrain on greenhouse gasses and the effect on air quality of their immediate surroundings. / Thesis / Master of Applied Science (MASc)

This thesis investigates and implements the sensor fusion necessary to autonomously reverse a full size truck and trailer system. This is done using a LiDAR mounted on the rear of the truck along with a RTK-GPS. It is shown that the relative angles between truck-dolly and dolly-trailer can be estimated, along with global position and global heading of the trailer. This is then implemented in one of Scania's test vehicles, giving it the ability to continuously estimate these states. A controller is then implemented, showing that the full scale system can be stabilised in reverse motion. The controller is tested both on a static reference path and a reference path received from a motion planner. In these tests, the controller is able to stabilise the system well, allowing the truck to do complex manoeuvres backwards. A small lateral tracking error is present, which needs to be further investigated.