Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management. A multiple case study has been carried out in the form of semi-structured, face-to-face interviews with managers from six different manufacturing companies. The studyreveals that four factors in complaint handling are to be paid attention to, which include complaint handling process, qualified complaint handler, complaint handling system and complaint handling policy. By comparing the companies' viewpoints as well as theoretical perspective on these factors, some differences and similarities are revealed. Finally, the study found that the complaint handler who possesses the adequate technical knowledge of the product and interpersonal skills is the most essential factor that affects complaint-handling efficiency. In the meanwhile, complaint-handling system is increasingly important in assisting companies with customer complaints.

Diss. (sammanfattning) Linköping : Linköpings universitet, 2006. / Härtill 6 uppsatser.

The invention of personal computers (PCs) brings a lot of convenience for many people¡¦s life. For a PC, its essential core is the operation system (OS) which is the most basic as well as important information system (IS). Because operation system is a requisite for each PC, many software companies have striven to develop and promote their own OSs. As well known, Microsoft is the most powerful company of OS and it dominated the market in the world. Microsoft is keeping designing new PC¡¦s OSs and promoting them with all its strength. It develops new version OS to fit the trade of information technology standard and users¡¦ requirements in specific product life cycle. In past, when Microsoft announced new OS version, they are quickly accepted and replaced to old ones. However, there is a strange situation for its latest OS Win 7 recently. Win 7 isn¡¦t quickly accepted to replace old version OS Win XP. The number of PC users whose platform is Win XP is still very large, and most of them have little willing to upgrade. It is a big problem for an OS company. However, this is also an interesting phenomenon and worth studying in academic. The issue is: why users would not like to upgrade a newer and more effective OS? This study focuses on the issue and tries to discover factors affecting upgrading intention and behavior. According to related research and actual observation, several critical constructs are applied such as switching costs, product qualities of relative advantages and over performance, and compatibilities. Moreover, environment factors like social influence and after-sales services expectations, and fashion effects. Demographic variables are included into the research model at the same time. Hypotheses are proposed after reviewing related studies and empirical survey. To verify this model and prove these hypotheses, PLS is applied to analyze and explain the result. On the other hand, discriminant analysis is also used to view the Win XP group and Win 7 group. The key discriminant function is made to distinguish and forecast these two kinds of groups. This study empirically validated and confirmed our research model by PLS and discriminant analysis. Furthermore, the relationships of factors those affecting upgrading intentions and behavior are verified and integrated. The findings are able to support OS suppliers to actually implement their product design. In academic, this study complement the field of IS switching about vertical upgrade to certain IS.

In today’s world, globalization has increased the competition among companies and functioned as a factor for increased product variety, increased amount of customized products and shorter product life cycles. Supply Chain management is considered one of the most critical strategies for increasing organizational effectiveness and enhancing the customer service. Supply Chain needs to be evaluated based on its performance of how efficient and effective it is. Quality on products and processes has becoming even more critical to companies’ success. Zero defects on the components and parts that meet the customers’ needs are important for the quality of the final products and quality efforts can decrease the costs throughout the Supply Chain. Moreover, Supply Chain’s cost identification is getting even more important in order for the companies to evaluate the performance of their channel and realize the efficiency of their activities based on their supply chain processes. The purpose of this thesis is to investigate how the implementation of a performance measurement system can assist companies to improve the Supply Chain based on the identification of the relation between the evaluation of the Supply Chain and the quality and service that is provided to the customer. Moreover, the cost of the production and the after-sales service is measured, in order to have a clear image of the Supply Chain performance. A case study company, Giraff Technologies, was examined and investigated further in order the author to be able to support the results and the analysis of the primary research combined with the analysis of the literature review. Based on the results of the research it can be said that the quality performance of a company and the service that is offered to the customers can be enhanced through the measurement and evaluation of the Supply Chain performance. Better collaboration with the suppliers and customers, customer focus and continuous improvements are ways to improve not only the Supply Chain but also the quality and the service that is offered. The production cost is considered as a factor that can be influenced positively or negatively by the Supply Chain performance, whereas the after-sale service cost is not clear if it can be affected immediately from the Supply Chain performance.

L'objectif poursuivi par la Commission européenne à travers la réglementation de la concurrence consiste en l'intégration des marchés nationaux en un marché communautaire unique. À cet effet, l'exécutif européen a très tôt érigé le secteur automobile en vecteur privilégié de cette unification, établissant un régime concurrentiel des restrictions verticales insérées dans les accords de production et de distribution automobile plus efficient que ne l'est le régime général des restrictions verticales. Désireuse, dans un premier temps, d'appréhender toujours plus finement les réalités économiques du secteur, la Commission a par la suite pris conscience de l'importance des services après-vente dans le processus concurrentiel. Il y a alors là les deux pans du régime automobile. D'une part, une appréhension de la conjoncture économique du secteur, d'autre part une prise en compte de la nature complexe du bien automobile. Cette dernière, commune à tous les biens intégrant des droits intellectuels et auxquels sont intrinsèquement liés des services après-vente, justifie donc des règles de concurrence particulières ne bénéficiant pourtant qu'au seul bien automobile. L'objectif de ce travail de recherche s'est alors axé sur la distinction des deux pans du régime automobile afin d'identifier les dispositions commandées par la nature complexe, pour ensuite proposer leur application à l'ensemble des biens complexes. / The European Commission's object through the regulations of the competition consists of the integration of the national markets within a unique community market. For that purpose, the European executive did present as soon as possible the car industry as a privileged vector of this unification, setting up a competitive system of the vertical limitations within the agreements of production and distribution more efficient than is the overall system. Willing, at first, to arrest always shrewdly the economic realities of the sector, the Commission came around the importance of after-sales services in the competitive process afterward. Here are then both sections of the car industry system. On one hand, an apprehension of the economic situation of the sector, on the other hand a consideration of the complex nature of the car goods. This last one, as for all the goods including intellectual rights and to whom are intrinsically linked after-sales services, justifies therefore particular rules of competition and yet benefiting the car industry only. The goal of this research work was then focused on the distinction of both sections of the car industry system, to identify the rules commanded by the complex nature in order to propose their application to the whole of the complex goods thereafter.

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

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

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