Generalmente, cuando una máquina falla y no es reparada en un corto tiempo, perjudica económicamente a la empresa, ya que el equipo deja de producir durante ese tiempo. Esta demora sucede porque la empresa encargada del servicio postventa no logra atender de forma inmediata, ya que no cuenta con los repuestos necesarios para lograr reparar el equipo. Es por ello, que el proveedor de las piezas de repuestos debe tener disponible los componentes para así atender a sus clientes en el menor tiempo posible y evitar de esta forma el pago de penalidades por incumplimiento del servicio. En ese sentido, con la finalidad de que estos proveedores puedan abastecer a sus clientes oportunamente, es importante que analicen el patrón de la demanda de los ítems, ya que estas presentan demanda intermitente. Si bien es cierto, existe una amplia literatura sobre modelos de pronósticos para piezas de repuestos; sin embargo, estas presentan deficiencias ya que se basan en la venta histórica y no utilizan como datos de entrada el ciclo de vida del equipo. De esta forma, en el presente trabajo de investigación se analizó en el primer capítulo la fundamentación teórica, en el cual se discute el estado de arte. En el segundo capítulo se presenta el diagnóstico realizado al caso de estudio. En el tercer capítulo se presenta la propuesta de solución a nivel macro y micro. Finalmente, en el cuarto capítulo se analizó la validación, así como la viabilidad económica de la propuesta. / Generally, when a machine fails and is not repaired in a short time, it hurts the company financially, since the equipment stops producing during that time. This delay happens because the company in charge of the after-sales service fails to attend immediately, since it doesn’t have the necessary spare parts to repair the equipment. That is why the supplier of spare parts must have the components available to serve their customers in the shortest possible time and thus avoid paying penalties for breach of service. In that sense, for these suppliers to supply their customers in a timely manner, it is important that they analyze the pattern of demand for the items, since they present intermittent demand. While it is true, there is extensive literature on forecast models for spare parts; However, these have deficiencies because they are based on historical sales and don’t the equipment life cycle as input data. In this way, in the present research work the theoretical foundation was analyzed in the first chapter, in which the state of art is discussed. In the second chapter the diagnosis made to the case study is presented. In the third chapter the proposal for a macro and micro level solution is presented. Finally, in the fourth chapter the validation was analyzed, as well as the economic viability of the proposal. / Trabajo de Suficiencia Profesional

El presente trabajo de investigación tiene como propósito estudiar la relación entre la valoración del servicio postventa y las estrategias que constituyen la ventaja competitiva de empresas que brindan servicios de mantenimiento y modernización para ascensores en edificios ubicados en Lima Moderna durante el año 2019. Es de indicar que estos servicios de postventa los brindan principalmente las empresas que comercializan los ascensores. El diseño de la investigación es no experimental, de tipo descriptiva y correlacional, con un enfoque mixto, tomando en cuenta el análisis de datos cuantitativos y cualitativos. Respecto al enfoque cualitativo, se utilizaron entrevistas semiestructuradas y para el enfoque cuantitativo, la aplicación de una encuesta. Debido a las condiciones de la declaratoria del Estado de Emergencia a nivel nacional, las encuestas se aplicaron mediante un formulario en línea. Las respuestas fueron procesadas en el programa estadístico SPSS. Los resultados arrojados demuestran que la valoración del servicio postventa tiene una relación directa fuerte con las estrategias que constituyen la ventaja competitiva de las empresas que brindan servicios de mantenimiento y modernización para ascensores en edificios ubicados en Lima Moderna en el año 2019. Asimismo, las nueve hipótesis específicas planteadas en la investigación fueron validadas, encontrando correlaciones fuertes. En gran parte de los casos, se comprueba lo establecido por los diversos autores citados en el marco teórico y por los expertos entrevistados. / The purpose of this research work is to study the relationship between the valuation of the after-sales service and the strategies that constitute the competitive advantage of companies that provides maintenance and modernization services for elevators in buildings located in Lima Moderna during 2019. It should be noted that these after-sales services are mainly provided by companies that sales elevators for buildings. The research design is non-experimental, descriptive and correlational, with a mixed approach, considering the analysis of quantitative and qualitative data. Regarding the qualitative approach, semi-structured interviews were used and for the quantitative approach, the application of a survey. Due to the conditions of the declaration of the State of Emergency in the whole country, the surveys were applied using an online form. The responses were processed in the SPSS statistical program. The obtained results shows that the valuation of the after-sales service has a strong and direct relation with the strategies that constitute the competitive advantage of the companies that provides maintenance and modernization services for elevators in buildings located in Lima Moderna during 2019. In addition, the nine specific hypotheses raised in the research were validated, finding strong correlations. In most of the cases, what is established by the various authors cited in the theoretical framework and by the experts on the interviews, was verified. / Tesis

Additive Manufacturing (AM) is a technology that enables to print three dimensional solid objects which can be metal, plastic, and similar. AM has a lot of advantages such as lead time reduction and reduction in the number of steps required for manufacturing compared to the traditional manufacturing (TM) method.    This research is focused on adoption of AM in the food manufacturing industry. The use of AM in the food industry currently seems to be low. Therefore, the main aim of the research is to understand adoption of AM through marketing, sales, and after-sales strategies, which can be best suited for introduction and saturation of AM products and applications in the food industry.  The primary data is gathered from the potential customers (experts from the food industry), sales personnel who sell products and machinery in the food industry and the employees of the sponsor company, and it consists of thirteen different interviews. Qualitative interviews were conducted to obtain an in-depth knowledge about the perceptions and perspectives of AM in the food industry. AM has the potential to be adopted as the main manufacturing method for spare parts in the food industry. But, considering the market today, the potential of adoption seems to be wasted. Three different analyses help in determining the current situation of the AM industry and help to understand the potential that AM brings to the food industry. Outcomes of the qualitative interviews present the researchers with in-depth knowledge of facilitators and barriers that AM companies may face when approaching customers from the food industry. Outcomes of the qualitative interviews also suggest that there is limited knowledge about AM in the food industry. There is also a knowledge gap about the regulations and possibilities to use AM in the food industry based on these regulations. Indeed, food manufacturers are interested in the adoption of newer technologies and present the researchers with the formation of various themes to develop strategies for adoption of AM, through a recommendable marketing, sales and aftersales strategy that can be employed by AM companies.

Bakgrund: Eftermarknadsservice har både i tidigare forskning och praktiken länge setts som en svårkontrollerad funktion och även ett nödvändigt ont. Som en potentiell källa till konkurrenskraft genom innovation, marknadsföring, ökad kundnöjdhet och lönsamhet ställer vi oss därför frågan varför företag inte lyckas uppnå eftermarknadsservicens fördelar. Hur ser man egentligen på eftermarknadsservice? Kan det vara så att man inom företaget inte är ense om vad eftermarknaden ska bidra med? I så fall, vad beror det på, och vad får det för konsekvenser förföretaget? Syfte: Studiens syfte är att beskriva och skapa djupare förståelse för eftermarknadsservice och dess roll för olika funktioner inom företaget - samt att utreda vad deras syn beror på samt vad det får för konsekvenser. På så sätt syftar studien till att i förlängningen bidra med ny kunskapom vad det är som skapar de problem eftermarknaden upplever och hur dessa kan undvikas. Metod: Studien är av kvalitativ karaktär och utgår från ett hermeneutiskt perspektiv. Frågeställningar besvaras genom empirisk data som fåtts via djupgående intervjuer och egna observationer på det utvalda fallföretaget. De utvalda respondenterna innehar funktioner såsom direktör, eftermarknadschef, kundservicechef, produktchef, servicemedarbetare och servicetekniker. Slutsats: Olika funktioner inom företaget har olika syn på vad eftermarknadsservice ska bidramed. Till stor del ser de anställda hur eftermarknaden ska bidra till deras egen funktion och saknar helhetsperspektiv på dess potential. Detta identifierar vi som ett problem då konsekvensen blir att företaget går miste om funktionens potential som drivare av både kundnöjdhet, marknadsföring, innovation och lönsamhet. Vidare indikerar våra resultat att den enkelsidiga syn på eftermarknadsservice som finns i huvudsak beror på tre faktorer. Dels företagskulturen som bör underbygga gemenskap och vara öppen för förändring, dels hur man delar och integrerar kunskap för att inte gå miste om humankapital i form av tyst kunskap och slutligen hur organisationens struktur ser ut i grunden för att underbygga dessa andra aspekter. / Background: After Sales Service is a disputed function which in practice and former research has been viewed upon as difficult to control and as a necessary evil. As a potential source of competitiveness through innovation, marketing, increased customer satisfaction and profitability we asked ourselves why businesses does not reach the true benefits of after sale services. How does different functions within the company view aftersales and its roll? Are there different views on what aftersales services should contribute with? And if that is the case, why is that and what are the consequences for the company? Purpose: The purpose of the study is to contribute to a deeper understanding of after sales services and its roll for different functions within the company. Further more to examine what different views are based on and what the consequences of this are. Through this, the study aims to by extension contribute to the understanding of what creates the troubles aftersales services are experiencing and how to mitigate them. Research method: The study is based on a qualitative research method with a hermeneutic approach. The research questions are answered through empirical data collection through interviews and observations at the chosen case company. The chosen respondents interviewed are the general manager, the aftersales service manager, the customer service manager, the product manager and several service employees and technicians. Findings: Different functions within the company have different views on what the aftersales should contribute to. In a big sense the employees see more to their own function and lacks a lager perspective on the potential of after sales services as a whole. We find this troublesome though it leads to that the company misses out on some of the potential after sales services can bring as a driver of customer satisfaction, marketing, innovation and profitability. Further more, our results indicates that the one-sided perspective on the function could depend on three different factors. Firstly the organisational culture which should support community and be open to change. Secondly how the company is sharing and integrating knowledge to decrease the loss of tacit knowledge, and lastly what the base of the organisational structure is to support these aspects.

Solicitud de embargo por publicación en revista indexada. / En la actualidad, las empresas buscan destacar cada vez más por la experiencia que brindan a sus consumidores dentro del punto de venta. Sin embargo, con la llegada del Covid-19, muchas compañías han realizado cambios en sus protocolos de atención a causa del cierre de establecimientos. Dentro de las categorías más afectadas se encuentra el rubro de cafeterías, en el cual se centra este estudio. Asimismo, la lógica de consumo ha cambiado, debido a que ya no se pueden tomar en cuenta las características físicas de un punto de venta y es importante conocer la relevancia de determinadas variables que sí pueden ser medias en la actualidad. Por lo tanto, la presente investigación midió la relación de las variables mencionadas en relación a la satisfacción de los consumidores en cafeterías de Lima Metropolitana. En cuanto a la metodología, se tomó como base a una muestra no probabilística de 616 hombres y mujeres de 18 a 35 años de edad, utilizando un cuestionario con escala de Likert de 7 puntos. El contacto con la población de estudio se dio a través de encuestas online en la plataforma Google Forms. La data se trabajó en el programa estadístico SPSS versión 23, aplicando una regresión lineal múltiple para confirmar posibles relaciones entre las variables. Así se logró hallar relaciones significativas entre las variables mencionadas con la satisfacción, siendo el servicio del vendedor la variable con un índice mayor en el desarrollo de la investigación. Estos resultados aportan a que las empresas del rubro puedan manejar eficientemente su presupuesto, en cuanto a esfuerzos de marketing, para lograr centrarse en variables que sean valoradas por su público objetivo. / Nowadays, companies seek to stand out more and more for the experience they provide to their consumers within the point of sale. However, with the arrival of Covid-19, many companies have made changes to their care protocols due to the closure of establishments. Among the most affected categories is the category of coffee shops, on which this study focuses. Likewise, the logic of consumption has changed, because the physical characteristics of a point of sale can no longer be taken into account and it is important to know the relevance of certain variables that can be media today. Therefore, this research measured the relationship of the mentioned variables described in relation to consumer satisfaction in coffee shops in Metropolitan Lima. Regarding the methodology, a non-probabilistic sample of 616 men and women between 18 and 35 years of age was taken as a basis, using a questionnaire with a 7-point Likert scale. Contact with the study population took place through online surveys on the Google Forms platform. The data was worked on in the statistical program SPSS version 23, applying a multiple linear regression to confirm the possible relationships between the variables. Thus, it was possible to find significant relationships between the mentioned variables and satisfaction, the seller's service being the variable with a higher index in the development of the research. These results contribute to the fact that companies in the field can efficiently manage their budget, in terms of marketing efforts, to be able to focus on variables that are valued by their target audience. / Tesis / PE

Studiens syfte var att öka kunskapen om effektiva administrativa reklamationshanteringsprocesser. För att uppfylla syftet kunde det brytas ned i två frågeställningar: 1. Vilka faktorer påverkar effektivitet i administrativa reklamationshanteringsprocesser? 2. Hur bör administrativa reklamationer av defekta produkter hanteras? För att möjliggöra besvarande av studiens frågeställningar och därmed uppfylla studiens syfte genomfördes en fallstudie, som bestod av observationer och intervjuer. Vid observationerna var observatörerna deltagande och renodlade. Intervjuerna hade en låg grad av strukturering och låg grad av standardisering. Insamlad empiri granskades för att sedan jämföras med redan befintlig teori. Genom studien kunde slutaster kring effektiv reklamationshantering dras. Det identifierades tre områden där förbättringsmöjligheter fanns. Dessa innefattade utnyttjande av systemstöd som stöder verksamheten, effektivt arbete med returns management för att minska antalet inkomna reklamationer samt arbetet med ständiga förbättringar för att fortsatt vara konkurrenskraftiga. Studien bidrog inte till nya teorier, men genom analys stärktes uttalanden och teorier från tidigare forskning. Genom studien har medvetenheten om administrativa reklamationshanteringsprocesser ökat, och genom detta underbyggt redan befintlig forskning. Studiens empiriska bidrag var identifiering av faktorer som påverkar effektivitet inom dessa processer. Genom identifierade åtgärder kunde sedan reklamationshanteringsprocesser gynnsamt utformas.

En el presente trabajo de suficiencia profesional se examina el problema de desatenciones que ocurren durante el servicio de mantenimiento de vehículos en una empresa del sector automotriz. Para el desarrollo del estudio, se analizó una empresa del sector en la cual las desatenciones se encuentran entre el 40% y 50% del total de servicios realizados en el mes. Este problema representa una pérdida económica del 25% respecto a los ingresos mensuales, el cual se origina por la escasez de repuestos debido a la ineficiente planificación de inventarios. Por ello, para mitigar las roturas de stock, se desarrolló una propuesta para la planificación y gestión de las existencias por tipo de mantenimiento. Por un lado, se elaboró una propuesta para el proceso de planificación de repuestos de mantenimiento preventivo basado en el sistema E-Kanban. Por otro lado, se elaboró una propuesta para el proceso de planificación de repuestos de mantenimiento correctivo basado en un sistema ABC para la clasificación de los repuestos y un sistema de inventario EOQ (Lote de Compra Económica) para definir las cantidades y momentos de reposición. Este trabajo tiene como objetivo disponer de autopartes mecánicas en el momento solicitado lo cual ayudara a reducir las pérdidas económicas en un 84% el número de desatenciones en un 76%. Finalmente, se tiene proyectado recuperar la inversión en un periodo de un año y medio. / The present professional sufficiency work examines the problem of negligence during the vehicle maintenance service in an automotive company. For the development of the study, a company from the sector, whose negligence are between 40% and 50% of the total of services performed in the month, was analyzed. This issue, which represents an economic loss of 25% regarding its monthly income, is caused by the shortage of spare parts due to inefficient inventory planning. Therefore, to mitigate the stock-outs, a proposal was developed for planning and managing stocks by type of maintenance. On the one hand, a proposal was elaborated for the planning process of preventive maintenance spare parts based on the E-Kanban system. On the other hand, a proposal was prepared for the planning process of corrective maintenance spare parts based on an ABC system for the classification of spare parts and an EOQ (Economic Order Quantity) inventory system to define the quantities and replacement times. The objective of this work is to dispose of available mechanical auto parts at the requested time, which will help to reduce economic losses by 84% and the amount of negligence by 76%. Finally, it is projected to recover the investment in a period of a year and a half. / Trabajo de Suficiencia Profesional

An Experimental Diagnostic Tool (EDT) was developed to increase the efficiency of the diagnostic process of robotic lawn mowers which resulted in a 200% productivity increase when utilizing a proposed formula specifically designed for the diagnostic process of robotic lawn mowers. The tool does not only extract and process data from the robotic lawn mower wirelessly but also highlights potential faults through an intuitive and easy-to-use interface - empowering servicing technicians who perform the diagnostics to perform at a higher level. Further, efficiency is a term widely used in various domains and contexts when measuring the capacity of a process. Proposed general definitions of the term have been given by previous authors and researchers. However, due to a lack of universally set definitions which fit all situations, the term remains ambiguous when improvements to a specific process are needed. The unclear definition is due to the variations within each process affecting the definition of both the term itself, but also similar terms fundamentally connected to it such as productivity, performance, and profitability. The following report contains an investigation of exploratory research where the understanding of efficiency and its related concepts are analyzed within the after-sales diagnostic process of robotic lawn mowers.

This study investigates relationship marketing by estate agencies in the residential property market of South Africa. In determining the residential estate agency's knowledge of relation­ ship marketing, an extensive literature study was undertaken on the marketing environment and broader market, marketing concept, market segmentation and target marketing, the marketing mix and expansion thereof, as well as customer service and internal marketing. An empirical study was conducted to determine the residential estate agency's present knowledge and practices of the basic components of relationship marketing. In the study a structured questionnaire was mailed to all residential estate agencies which are members of the Estate Agency Affairs Board. The most significant findings are that: the majority of respondents do not have mission statements and do not know what a mission statement is; they set marketing objectives which are communicated to the agents; when appointing new agents they consider the agent's service orientation and ability to work with clients, but qualifications and previous experience are not viewed as important; they train estate agents themselves and emphasise after-sales contact and building of long-term relationships, but do not stress customer behaviour influences; a large percentage do not conduct competitor analyses and view marketing research as unimportant, but are of the opinion that they have superior market knowledge and offer the best service quality; they regard the principles of the marketing concept as important; they engage in a large number of after-sales services, although few realise that contact after occupation is important; they regard the buyer's financial means as important and engage in activities to ensure customer service, but do not have formalised feedback systems to test customer satisfaction; they engage in internal marketing activities, strive to create a positive corporate culture and try to retain good agents. In conclusion it can be said that there is evidence that the principles of relationship marketing are followed by residential estate agencies in South Africa. There are, however, concerns about the long-term commitment of estate agencies towards their clients because of the lack of feedback systems and the lack of in-depth knowledge of the market. / Business Management / D. Comm (Business Management)

This study investigates relationship marketing by estate agencies in the residential property market of South Africa. In determining the residential estate agency's knowledge of relation­ ship marketing, an extensive literature study was undertaken on the marketing environment and broader market, marketing concept, market segmentation and target marketing, the marketing mix and expansion thereof, as well as customer service and internal marketing. An empirical study was conducted to determine the residential estate agency's present knowledge and practices of the basic components of relationship marketing. In the study a structured questionnaire was mailed to all residential estate agencies which are members of the Estate Agency Affairs Board. The most significant findings are that: the majority of respondents do not have mission statements and do not know what a mission statement is; they set marketing objectives which are communicated to the agents; when appointing new agents they consider the agent's service orientation and ability to work with clients, but qualifications and previous experience are not viewed as important; they train estate agents themselves and emphasise after-sales contact and building of long-term relationships, but do not stress customer behaviour influences; a large percentage do not conduct competitor analyses and view marketing research as unimportant, but are of the opinion that they have superior market knowledge and offer the best service quality; they regard the principles of the marketing concept as important; they engage in a large number of after-sales services, although few realise that contact after occupation is important; they regard the buyer's financial means as important and engage in activities to ensure customer service, but do not have formalised feedback systems to test customer satisfaction; they engage in internal marketing activities, strive to create a positive corporate culture and try to retain good agents. In conclusion it can be said that there is evidence that the principles of relationship marketing are followed by residential estate agencies in South Africa. There are, however, concerns about the long-term commitment of estate agencies towards their clients because of the lack of feedback systems and the lack of in-depth knowledge of the market. / Business Management / D. Comm (Business Management)