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Detta examensarbete har utförts på uppdrag av Kongsberg Power Products Systems AB. Företaget ligger i Ljungsarp, Sverige och tillverkar rattstänger till anläggningsfordon och jordbruksmaskiner. Till grund för rapporten ligger en kvalitativa forskning med genomförda intervjuer på fallföretaget och observationer. I rapporten hålls ett deduktivt angreppssätt för att komma med förslag på hur Kongsberg kan förbättra och effektivisera materialflödet.Marknaden har expanderat dramatiskt de senaste åren och nuförtiden gäller det att ständigt utvecklas och förbättras för att vara konkurrenskraftig. Då dagens kunder förväntar sig att få sina behov och önskemål uppfyllda så snabbt som möjligt.Syftet med studien är att få en fördjupad förståelse på hur materialflödet kan effektiviseras genom hela kedjan. Det innebär att analysera hur företagets materialflöde kan förbättras samt att identifiera slöserier för en mer effektiv materialhanteringsprocess. För att kunna bemöta studiens syfte genomfördes en litteraturstudie parallellt med en fallstudie ute på ett producerande företag. Studiens syfte uppnås genom att svara på följande frågeställning:Hur kan materialflödet effektiviserats från orderläggning till monteringen, för att skapa värde för kunden och företaget?Metoden som användes var genom en litteraturstudie ge en teoretisk bakgrund till produktionslayout, kundorderprocess, materialflöde, informationsflöde och lean-produktion. Därefter genomfördes en empirisk studie som är baserade på observationer och intervjuer för att få fram ett resultat av nuläget hos fallföretaget. Efter empirin studerades företagets materialhanteringsprocess genom att analysera materialflöden, från orderläggning till montering. Det granskades för att kunna hitta förbättringar och lösningar.Vid diskussionen så diskuterar forskarna problemen och relevanta lösningar till de angivna problemen. Slutligen presenteras praktiska och teoretiska rekommendationer utifrån diskussionen och det förväntade resultat på hur problemet kan åtgärdas på företaget som forskarna ansågs var värdefulla och användbara. Rekommendationerna fokuserar på att företaget skall vilja eftersträva att ständigt förbättra verksamheten och dess materialflöde.Att skapa rutiner, arbeta på ett standardiserat sätt samt att implementera ett modernare ERP-system är några av de viktigaste lösningar för att Kongsberg ska kunna effektivisera sitt materialflöde. Det är då icke-värdeskapande aktiviteter och slöserier kan identifieras och elimineras. Detta resulterar i ett effektivare materialflöde som leder till nöjdare kunder. / This thesis is performed in association with Kongsberg Power Products Systems AB. Their factory is located in Ljungsarp, Sweden and manufacture steering columns for construction vehicles and agricultural machinery. The basis for the report is a qualitative research with conducted interviews and observations on the case company. The report takes a deductive approach to suggesting how Kongsberg can improve and streamline material flow.The market has branched out dramatically the last few years and nowadays it is about to constantly developing and improving to be competitive. Today's customers expect to get their needs and wishes in the best possible way.The purpose with this thesis work is to understand how it is possible to make a material flow more efficient through the entire chain. It means to analyze how the company’s material flow can be improved and identify where interferences were located in order to achieve a more effective manufacturing process.In order to meet the purpose of the study, a literature study was realized in parallel with a case study on the company. Work purpose is achieved by answering the following question:How can the material flow be streamlined from order placement to assembly to create value for both customer and company?The methodology for the thesis was as follows, first a theoretical background of product layout, order process, material flow, information flow and Lean production was conducted. Then followed an empirical study covered by study visits, observations and interviews. After the empirical study, the company's manufacturing process was studied, by mapping their internal material flows, from order placement to assembly of the product. That was reviewed to find improvements and solutions to the problem.At the discussion, the researchers discuss problems and relevant solutions to the identified problem. Finally, practical and theoretical recommendations and suggestions are presented to the company that we thought were useful as well as the expected result. The recommendations focus on how companies should strive to constantly improve operations and its material flow.iiiTo create routines, standardizing working methods and to implement a newer ERP-system are the some of the most important solutions for Kongsberg to be able to effectives its material flow. It is then non-value-creating activities and wastes can be determined and eliminated, resulting in a more efficient material flow and satisfied customers.

<p>When implementing an Enterprise Resource Planning (ERP) system, the system has to be adapted to the organisation. But just as important, the business processes of the organisation have to be reengineered in order to take full advantage of the ERP system. Noblessa Sverige AB, which is a sales company to the German kitchen producer Nobilia, has been growing remarkably since the start 2001 and has begun discussing an ERP system purchase. The order process of today has reached the limit of its capacity and something has to be done in order to meet the increasing sales volume.</p><p>The purpose of this master’s thesis is to analyse and reengineer the order process as a preparation for an ERP system implementation. The outcome of this thesis is a suggestion of a process model of the order process, which also can be used as a foundation for a requirements specification for the ERP system purchase. In order to take advantage of the benefits of the existing order process, the reengineering starts with mapping the current process.</p><p>Noblessa Sverige AB is a company that is growing and changing from one day to another. Changes have arisen during the writing of this thesis which has made the work even more interesting and challenging. The most important change is the opening of a central warehouse in Norrköping, which has been taken in consideration when we designed the new process model.</p><p>After mapping and achieving an understanding of the current order process, we found a few things that could be improved. Above all, there exist many manual tasks that can be automated with the ERP system. Furthermore, there are tasks that should be moved from one department or function to another because it is more suitable to perform them there. We also found that Noblessa Sverige AB should improve the integration and cooperation with its suppliers, especially Nobilia. Nobilia is the main owner and main supplier of Noblessa Sverige AB, the conditions for cooperation are therefore very good.</p>

When implementing an Enterprise Resource Planning (ERP) system, the system has to be adapted to the organisation. But just as important, the business processes of the organisation have to be reengineered in order to take full advantage of the ERP system. Noblessa Sverige AB, which is a sales company to the German kitchen producer Nobilia, has been growing remarkably since the start 2001 and has begun discussing an ERP system purchase. The order process of today has reached the limit of its capacity and something has to be done in order to meet the increasing sales volume. The purpose of this master’s thesis is to analyse and reengineer the order process as a preparation for an ERP system implementation. The outcome of this thesis is a suggestion of a process model of the order process, which also can be used as a foundation for a requirements specification for the ERP system purchase. In order to take advantage of the benefits of the existing order process, the reengineering starts with mapping the current process. Noblessa Sverige AB is a company that is growing and changing from one day to another. Changes have arisen during the writing of this thesis which has made the work even more interesting and challenging. The most important change is the opening of a central warehouse in Norrköping, which has been taken in consideration when we designed the new process model. After mapping and achieving an understanding of the current order process, we found a few things that could be improved. Above all, there exist many manual tasks that can be automated with the ERP system. Furthermore, there are tasks that should be moved from one department or function to another because it is more suitable to perform them there. We also found that Noblessa Sverige AB should improve the integration and cooperation with its suppliers, especially Nobilia. Nobilia is the main owner and main supplier of Noblessa Sverige AB, the conditions for cooperation are therefore very good.

Nowadays, firms are increasingly recognizing the true value of customer satisfaction. In the major market, Mass Customization has emerged trend as firms started to recognize the value of their existing services. The main goal for the company of Mass Customization is to make a balance between matching the customized demands of major customers and acquiring as much benefits. For the sake of survival and growth, the SMEs need to optimize strategy, but it is really difficult to challenge the position of leading firms. Meanwhile, there are potential customers who are large amounts but small size for each individual, most of them have the strong willing to request the customized service because they have specific requirements, which the existing mass customization could not fulfill their needs. Therefore, start or enhance the customized service could be considered as a great way to seize the niche market customers. Purpose of this article is to find out the close contact between customized marketing and customer satisfaction. Depth analysis of a small shipping company is provided in this study. By studying the specific measures of customized marketing in the successful small shipping company, we attempt to find the answer to the following research question: How does customized marketing act on the improvement of customer satisfaction for SMEs? In methodology part we describe our research method: single case but we use mixed method research. Both interview and survey were practiced for data collection. The research results show that customized marketing has the significant positive impact on customer satisfaction, and the different services aspects of customized marketing are varying degrees of effect to customer satisfaction. As a result of studying, some customized marketing measures are indicated which SMEs could implement to effectively improve customer satisfaction.

This thesis focusses on how a specific order is processed in a specific company. The analysis is more specifically focussed on heat meters, which make up a substantial part of the company sales. It contains suggestions on how the company could process these orders using a program called Microsoft Project, which could benefit the company in many respects.

Syfte: Syftet med rapporten var att bättre förstå vilka faktorer som har en inverkan på kapacitetsplaneringen samt de metoder som finns att tillgå gällande kapacitetsplanering. Utefter detta formulerades det tre stycken frågeställningar som studien avser att besvara: Vilka metoder inom kapacitetsplaneringen kan tillämpas i ett kundorderstyrt företag? Vad utmärker kapacitetsplaneringen i ett kundorderstyrt företag? Hur kan kapacitetsplaneringen förbättras utifrån fallföretagets nuvarande situation? Metod: För att besvara frågeställningarna och uppfylla studiens syfte valdes det att genomföras en fallstudie på Lindab Götene AB i Götene. Den första frågeställningen besvaras genom att identifiera relevant teori kring kapacitetsplanering och analysera dessa med empirin. Den andra frågan besvaras med hjälp av empirin där en nulägesanalys har genomförts som ger en inblick i fallföretaget samt den informationen om hur kapacitetsplaneringen tillämpas i fallstudieobjektet. Även här analyseras empirin med teorin. Den tredje frågan besvaras utifrån den analys och insamling av empiriskt material i nulägesbeskrivningen för att identifiera vad som kan förbättras angående kapacitetsplaneringen i en kundorderstyrd verksamhet. Den empiriska datan utgjordes utav intervjuer, dokumentstudier och observationer. Slutsats: I dagsläget sker kapacitetsplaneringen för hela företaget, författarna föreslår att fallföretaget tillämpar metoden kapacitetsbehovsprofiler då den möjliggör att planera kapaciteten per avdelning. Vilket skulle kunna ge en bättre uppfattning om hur beläggningen i produktionen ser ut utifrån fallföretagets förutsättningar. Ytterligare rekommendationer är att utföra tidsstudier för att säkerställa att korrekta operationstider finns tillgängliga som kapacitetsplaneringen baseras på för att inte över- eller underskatta graden av kapacitetsbehov. Uppföljning och återkoppling bör även göras för att se hur produktionen ligger till gentemot planeringen för att även skapa ett underlag för eventuella förbättringar som kan utföras, samt att skapa rutiner och se till att dessa följs. / Purpose: The purpose of the report was to achieve a greater understanding over which factors have an impact on capacity planning as well as the methods available regarding capacity planning. Along this, three questions were formulated that the study intends to answer: Which methods within capacity planning can be applied in a customer-managed company? What distinguishes a capacity planning in a customer-managed company? How can capacity planning be improved in the business case based on the current situation? Method: In order to answer the questions and fulfil the purpose of the study, it was decided to conduct a case study at Lindab Götene AB in Götene. The first question is answered by identifying relevant theory about capacity planning and comparing them with empiric materials. The second question is answered with the help of the empirics where a current situation analysis has been conducted that gives an insight into the case company and the information on how capacity planning is applied in the case study. The theoretical and empirical material are analysed as well. The third question is answered on the basis from the analysis and collection of empirical material in the current situation description to identify what can be improved regarding capacity planning in a customer-ordered business. The empirical data consisted of interviews, documentary studies and observations. Conclusion: Today the capacity plan is created for the whole company as one unit, the authors are suggesting that the business case applies the method capacity bills which makes it possible to plan capacity for each division. Thus, creating a better chance of understanding the current situation in the production. Further recommendations are such as conducting time studies to ensure that correct operational times are available which capacity planning is based on, this for not under- or overestimate the need of capacity. Follow-up and feedback should be done to see how the current situation of the production is against the production plan, also to create a ground for potential improvements that can occur. Creating routines and making sure that they are followed.

Keywords: E-commerce, Order process, Return process, Order picking, Waste, Lean production, Process flowchart, Poka Yoka, 5S, Six Sigma, Kaizen, Kata. Introduction: To sell products on the internet, it is important to be at the forefront of internal routines and processes to not be overtaken by a competitor. Small e-commerce companies do not have the same resources to implement autonomous processes to the same extent as large e- commerce companies, therefore this study examines the shortcomings in the order picking and return process for small e-commerce companies and how these shortcomings can be remedied from a Lean perspective to have an opportunity to compete on the market. Purpose: The aim of this study is to develop different opportunities for improvement from a Lean perspective by analyzing different e-commerce companies, focused on its processes within order picking and return management. Method: The study has been done as a qualitative case study with a deductive approach and a critically realistic approach. The primary data has been collected through semi-structured interviews and observations. Conclusion: Shortcomings as motion, defects, waiting and non-utilized potential have been identified in the order pick process and return process. Suggested Lean techniques as 5S, Kaizen &amp; Kata and six sigma have been presented as methods for improving the identified shortcomings that occur in these processes for e-commerce companies.