<p>Introduction</p><p>An increased globalization and competition has forced companies to change their view on the supply chain, from supply chain management to demand chain management.</p><p>The company Martela is experiencing an increased competition and a declining market. They have started a program for change in order to reclaim market shares. The goal of one of the sub-projects is to increase the customers’ confidence on Martela in order to increase customer satisfaction.</p><p>Purpose</p><p>The purpose of this study is to illustrate the strong significance of physical distribution on customer satisfaction.</p><p>Method</p><p>We have used a qualitative method. We have gathered information for this paper by means of discussions, interviews and data processing of delivery and sales. It has been an iterative process in which we have moved from empiric data to theory and then back, in order to analyze the result. A significant part of this paper are interpretations, in which the theory as well as our background had an influence in the analysis and the dis-cussion.</p><p>Conclusions</p><p>Customer satisfaction plays an important role in order to compete in the office furniture market. One step towards making the customer satisfied is to have a satisfactory physi-cal distribution. The conditions for a good distribution and satisfied customers can be created by focusing on damage-free deliveries on time along with the relevant informa-tion.</p>

Introduction An increased globalization and competition has forced companies to change their view on the supply chain, from supply chain management to demand chain management. The company Martela is experiencing an increased competition and a declining market. They have started a program for change in order to reclaim market shares. The goal of one of the sub-projects is to increase the customers’ confidence on Martela in order to increase customer satisfaction. Purpose The purpose of this study is to illustrate the strong significance of physical distribution on customer satisfaction. Method We have used a qualitative method. We have gathered information for this paper by means of discussions, interviews and data processing of delivery and sales. It has been an iterative process in which we have moved from empiric data to theory and then back, in order to analyze the result. A significant part of this paper are interpretations, in which the theory as well as our background had an influence in the analysis and the dis-cussion. Conclusions Customer satisfaction plays an important role in order to compete in the office furniture market. One step towards making the customer satisfied is to have a satisfactory physi-cal distribution. The conditions for a good distribution and satisfied customers can be created by focusing on damage-free deliveries on time along with the relevant informa-tion.

O objetivo deste trabalho foi investigar barreiras, motivações e estratégias que apresentam potencial para promover a mobilidade sustentável de alunos de graduação, pós-graduação, servidores técnico- administrativos e servidores docentes no campus da Universidade de São Paulo em São Carlos. O método utilizado para atingir o objetivo foi dividido em três etapas: i. desenvolvimento de ferramenta para coleta de dados; ii. análise dos dados por meio do modelo transteórico de mudança comportamental; iii. análise de estratégias visando a mobilidade sustentável. O questionário on-line desenvolvido e aplicado para o estudo forneceu uma taxa de resposta robusta e bem distribuída dos principais usuários do campus (25,5% da população do campus total). Percentagens consideráveis de usuários em todos os grupos investigados manifestaram a intenção de mudar para outro modo de transporte. Entre aqueles que mudariam para modos de transporte sustentáveis, 27,1% mudariam para o modo a pé, enquanto que 46,2% mudariam para o modo bicicleta. No entanto, 13,6% dos entrevistados declararam que mudariam para o automóvel, o que representa uma demanda adicional de cerca de 300 lugares de estacionamento no campus. Em relação às barreiras para a adoção de modos de transporte sustentáveis, a posse de um veículo motorizado foi o principal obstáculo identificado (independentemente do modo a ser adotado como uma alternativa). Duas alternativas foram classificadas como as melhores estratégias para promoção da mobilidade sustentável no contexto estudado: a construção de ciclovias que ligam o campus com a rede viária urbana e estacionamento para bicicletas dentro do campus. Uma avaliação adicional da primeira alternativa demonstrou significativo potencial para servir a usuários de vários modos de transporte, com grande impacto positivo sobre o modo a pé. Outra estratégia também testada foi a abertura de novos pontos de acesso para pedestres no campus. Estimou-se que sua implantação resultaria em uma redução de 20% nas distâncias de viagem a pé dos alunos. / The objective of this study was to investigate barriers, motivators and strategies with potential to promote sustainable mobility for graduate and undergraduate students, staff and faculty at the campus of the University of São Paulo at São Carlos. The method used to reach the objective had three steps: i. development of a data collection tool; ii. analysis of the data with the transtheoretical model of behavior change; iii. analysis of strategies aiming at sustainable mobility. The online questionnaire developed and applied for the study provided a robust and well-distributed response rate of the main users (25.5% of the total campus population). Considerable percentages of users in all groups investigated have declared that would eventually change to another travel mode. Among those who would change to sustainable modes, 27.1% would change to the walking mode, whereas 46.2% would change to the cycling mode. However, 13.6% of the respondents declared they would change to the automobile, what represents an additional demand of approximately 300 parking spaces in the campus. Regarding the barriers to the adoption of sustainable modes, owning a motorized vehicle was identified as the main obstacle (regardless of the mode to be adopted as an alternative). Two alternatives have been rated as the best strategies for promoting sustainable mobility in the studied context: the construction of cycling paths connecting the campus with the urban street network and parking facilities for bicycles within the campus. An additional evaluation of the first alternative has shown a significant potential to serve users of several transport modes, with a large positive impact on pedestrians. Another strategy also tested was the opening of new access points to pedestrians in the campus. This strategy could reduce the total walking distance travelled by the students in 20%.

O objetivo deste trabalho foi investigar barreiras, motivações e estratégias que apresentam potencial para promover a mobilidade sustentável de alunos de graduação, pós-graduação, servidores técnico- administrativos e servidores docentes no campus da Universidade de São Paulo em São Carlos. O método utilizado para atingir o objetivo foi dividido em três etapas: i. desenvolvimento de ferramenta para coleta de dados; ii. análise dos dados por meio do modelo transteórico de mudança comportamental; iii. análise de estratégias visando a mobilidade sustentável. O questionário on-line desenvolvido e aplicado para o estudo forneceu uma taxa de resposta robusta e bem distribuída dos principais usuários do campus (25,5% da população do campus total). Percentagens consideráveis de usuários em todos os grupos investigados manifestaram a intenção de mudar para outro modo de transporte. Entre aqueles que mudariam para modos de transporte sustentáveis, 27,1% mudariam para o modo a pé, enquanto que 46,2% mudariam para o modo bicicleta. No entanto, 13,6% dos entrevistados declararam que mudariam para o automóvel, o que representa uma demanda adicional de cerca de 300 lugares de estacionamento no campus. Em relação às barreiras para a adoção de modos de transporte sustentáveis, a posse de um veículo motorizado foi o principal obstáculo identificado (independentemente do modo a ser adotado como uma alternativa). Duas alternativas foram classificadas como as melhores estratégias para promoção da mobilidade sustentável no contexto estudado: a construção de ciclovias que ligam o campus com a rede viária urbana e estacionamento para bicicletas dentro do campus. Uma avaliação adicional da primeira alternativa demonstrou significativo potencial para servir a usuários de vários modos de transporte, com grande impacto positivo sobre o modo a pé. Outra estratégia também testada foi a abertura de novos pontos de acesso para pedestres no campus. Estimou-se que sua implantação resultaria em uma redução de 20% nas distâncias de viagem a pé dos alunos. / The objective of this study was to investigate barriers, motivators and strategies with potential to promote sustainable mobility for graduate and undergraduate students, staff and faculty at the campus of the University of São Paulo at São Carlos. The method used to reach the objective had three steps: i. development of a data collection tool; ii. analysis of the data with the transtheoretical model of behavior change; iii. analysis of strategies aiming at sustainable mobility. The online questionnaire developed and applied for the study provided a robust and well-distributed response rate of the main users (25.5% of the total campus population). Considerable percentages of users in all groups investigated have declared that would eventually change to another travel mode. Among those who would change to sustainable modes, 27.1% would change to the walking mode, whereas 46.2% would change to the cycling mode. However, 13.6% of the respondents declared they would change to the automobile, what represents an additional demand of approximately 300 parking spaces in the campus. Regarding the barriers to the adoption of sustainable modes, owning a motorized vehicle was identified as the main obstacle (regardless of the mode to be adopted as an alternative). Two alternatives have been rated as the best strategies for promoting sustainable mobility in the studied context: the construction of cycling paths connecting the campus with the urban street network and parking facilities for bicycles within the campus. An additional evaluation of the first alternative has shown a significant potential to serve users of several transport modes, with a large positive impact on pedestrians. Another strategy also tested was the opening of new access points to pedestrians in the campus. This strategy could reduce the total walking distance travelled by the students in 20%.

På en alltmer global handelsplats med allt tuffare kundkrav handskas många företag med utmaningar kopplade till flexibilitet. Kunderna vill ha korta ledtider, stora anpassningsmöjligheter och utmärkt service, naturligtvis till ett lågt pris. Ytterligare en dimension av komplexitet adderas när stora koncerner gör förvärv av mindre bolag, vilket gör att koncernen måste säkerställa att även dessa nya förvärv kan möta kundens krav i samma utsträckning.  En lösning på denna problematik återfinns i litteraturen i konceptet logistikplattform. Konceptet innebär att ett företag arbetar med en centralt framtagen resursbas som sedan servar alla delar av företaget på en mer decentraliserad nivå för att kunna möta kundens krav. Fem viktiga byggstenar i en logistikplattform är central styrning, logistiska koncept, fysisk struktur, logistiska processer och aktiviteter samt informationssystem (Abrahamsson, et al., 2003).  I denna studie beskrivs koncernen Kesko, som i Sverige framför allt är aktiv inom byggbranschen och den tekniska handeln, med varumärkena K-Bygg, K-Rauta, Onninen samt Mark &amp; Infra. Där återfinns denna problematik, speciellt kopplat till förvärv och kapaciteten på centrallagret som servar hela koncernen. Baserat på detta har denna studie syftet att utreda hur Kesko kan använda sig av en logistikplattform för att serva de olika varumärkena samt vad användandet får för konsekvens för centrallagret i Pilängen.  Studien fokuserar framförallt på de logistiska koncepten och den fysiska strukturen inom Kesko. De logistiska koncepten har avgränsats till att handla om försörjningskoncepten lagerhållning, kontinuerlig försörjning, leverantörsstyrt lager, cross-docking samt direktleverans och den fysiska strukturen har avgränsats till att hantera lokaliseringsstrategi, lagerstrategi samt transportstrategi.  Baserat på Keskos kunders, leverantörers samt produkters karaktäristik utformas vilka krav detta ställer på en logistikplattformen. Baserat på denna karaktäristik och krav utreds en ideal bild av Keskos logistikplattform i form av försörjningskoncept och den fysiska strukturen. Sedan utreds hur Kesko i nuläget verkligen arbetar med försörjningskoncepten och den fysiska strukturen. Dessa två versioner, den ideala bilden och nuläget, jämförs sedan i en så kallad gap-analys där skillnader utreds för att upptäcka var förbättringspotential finns och vilka förändringar Kesko kan genomföra för att kunna sägas jobba mot konceptet logistikplattform.  Analysen visar att Kesko är på god väg till det som anses viktigt inom konceptet, men att framtiden ställer stora krav på centrallagret och dess kapacitet. De sex gap som identifierades mellan den ideala och nuvarande utformningen och som ansågs påverka kapaciteten på centrallagret var 1) Användandet av cross-docking, 2) E-handelslagrets lokalisering och transportupplägg, 3) Förädlingsstrukturen, 4) Varumärket K-Byggs sortiment på centrallagret, 5) Varumärket Onninens sortiment på centrallagret och 6) Användandet av extern part för säsongslagring. Utifrån dessa gap formulerades åtta stycken förändringsförslag för hur Kesko kan minimera dessa gap och i och med detta gå mot den mer ideala utformningen. Förslagen visade att centrallagret, för att kunna fungera som en resursbas för Kesko i framtiden, troligen behöver en utökning av antalet pallplatser och plockautomatsplatser, en utökning av antalet in- och utlastningsportar samt utlastningsyta. Genom dessa förändringar förväntas centrallagret bli bättre anpassat för att serva de nuvarande varumärkena inom koncernen men även vara bättre förberett för att serva framtida nyförvärv. / In a business environment which is becoming more and more globalized and with continually increasing customer requirements, companies are dealing with flexibility challenges. Customers want short lead times, a lot of customization and excellent service, everything while keeping prices low. Another dimension of complexity is added when large company groups make acquisitions of smaller companies, which means that the company group must ensure that these new acquisitions also can meet the customer's requirements to the same extent.  A solution to this problem can be found in the literature as the concept of a logistics platform. The concept describes a company working with a centralized resource base that serves all parts of the company at a decentralized level in order to meet the customer's requirements. Five building blocks of a logistics platform are central control, logistics concepts, physical structure, logistics processes and activities, and information systems (Abrahamsson, et al., 2003)  This study describes Kesko Sverige, which is a company primarily active in the construction and technical trade, with the brands K-Bygg, K-Rauta, Onninen and Mark &amp; Infra. The problems described above are also found within Kesko, especially regarding acquisitions and the capacity of the central warehouse, which is a warehouse that serves all brands in Kesko Sverige. Therefore, the purpose of this study is to investigate how Kesko can use a logistics platform to serve the various brands and what the use is for the central warehouse in Pilängen.  The study primarily focuses on the logistical concepts and the physical structures within Kesko. The logistics concepts have been restricted to deal with the distribution concepts warehousing, continuous replenishment, vendor managed inventory, cross-docking and direct deliveries, and the physical structure has been restricted to handle location strategy, inventory strategy and transport strategy.  Based on Kesko's customer, supplier and product characteristics, the requirements for the logistics platform are discovered. Based on these characteristics and requirements, an ideal picture of Kesko's logistics platform in the form of distribution concepts and the physical structure is investigated. It is then investigated how Kesko currently is applying the distribution concepts and the physical structure. These two versions, the ideal state and the current state, are then compared in a so-called gap analysis where differences are investigated to discover where there are areas for improvement for Kesko to be considered working towards the concept of a logistics platform.  The analysis shows that Kesko is well on its way to what is considered important in the concept, but that the future places great demand on the central warehouse and its capacity. The 6 gaps that were identified between the ideal and current state and which were considered to affect the capacity of the central warehouse were 1) The use of cross-docking, 2) The e-commerce location and transport arrangements, 3) The physical structure for value-adding services, 4) K-Bygg's assortment at the central warehouse, 5) Onninen's assortment at the central warehouse and 6) The use of external part for seasonal storage. Based on these gaps, eight proposals were formulated regarding how Kesko can minimize these gaps and hence move towards the ideal state. The proposals showed that the central warehouse, in order to work as a resource base for Kesko in the future, probably needs an increase in the number of pallets and places in the automated picking machine, as well as an increased number of loading and unloading ports and an expansion of the unloading area. By making these changes the central warehouse will be better at serving the current brands and the warehouse will also be better prepared to serve future acquisitions.