How to promote and enhance communication between a big retailer's after-sales department and its suppliers

W is the biggest electronic goods retailer in Portugal accounting with almost fifty percent of market share in its area. During the last years, many small W suppliers had to close their doors, and many others are in huge troubles. Among the reason for this situation, the huge bargaining power of W in the relationship seems crucial. The focus of the directed research will be in the after sales department where I did an internship from September 2014 to January 2015.

Systems development of data retrieval for an engineering company's after-sales service

DUE TO COPYRIGHT RESTRICTIONS ONLY AVAILABLE FOR CONSULTATION AT ASTON UNIVERSITY LIBRARY AND INFORMATION SERVICES WITH PRIOR ARRANGEMENT

A study of green product industries in Taiwan

Based on the model of ‘The Smile of Value Creation' (Mudambi 2007) and the theory of concept marketing, this study aims to examine the top 20 Taiwanese environmental marks companies, and explore their circumstances, innovation patterns and value chain system in Taiwan. It found out all of them are information technology product and household appliances companies. In addition, they make special efforts in two parts of value creation: product (including basic and applied ‘R and D' (Research and Design), design, commercialization) and marketing (including advertising and brand management, specialized logistics, after-sales services). They also locate their branches depending on different stages of the value chain, and expand them globally.

Measuring attitudes in translation: a study of Nokia business reports

Background Contemporary Finnish, spoken and written, reveals loanwords or foreignisms in the form of hybrids: a mixture of Finnish and foreign syllables (alumiinivalua). Sometimes loanwords are inserted into the Finnish sentence in their raw form just as they are found in the source language (pulp, after sales palvelu). Again, sometimes loanwords are calques, which appear Finnish but are spelled and pronounced in an altogether foreign manner (Protomanageri, Promenadi kampuksella). Research Questions What role does Finnish business translation play in the migration of foreignisms into Finnish if we consider translation "as a construct of solutions determined by the ideological constraints and conflicts characterizing the target culture" (Robyns 1992: 212)? What attitudes do the Finns display toward the presence of foreignisms in their language? What socio-economic or ideological conditions (Bassnett 1994: 321) are responsible for these attitudes? Are these conditions dynamic? What tools can be used to measure such attitudes? This dissertation set out to answer these and similar questions. Attitudes are imperialist (where otherness is both denied and transformed), defensive (where otherness is acknowledged, transformed, and vilified), transdiscursive (a neutral attitude to both otherness and transformation), or finally defective (where alien migration is acknowledged and "stimulated") (Robyns 1994: 60). Methodology The research method follows Rose's schema (1984: 8): (a) take an existing theory, (b) develop from it a proposition specific enough to be tested, (c) devise a scheme that tests this proposition, (d) carry through the scheme in practice, (e) draw up results and discuss conclusions in relation to the original theory. In other words, the method attempts an explanation of a Finnish social phenomenon based on systematic analyses of translated evidence (Lewins 1992: 4) whereby what really matters is the logical sequence that connects the empirical data to the initial research questions raised above and, ultimately to its conclusion (Yin 1984: 29). Results This research found that Finnish translators of the Nokia annual reports used a foreignism whenever possible such as komponentin instead of rakenneosa, or investoida instead of sijoittaa, and often without any apparent justification (Pryce 2003: 203-12) more than the translator's personal preference. In the old documents (minutes of meetings of the Board of Directors of Osakeyhtio H. Saastamoinen, Ltd. dated 5 July 1912-1917, a NOPSA booklet (1932), Enzo-Gutzeit-Tornator Oy document (1938), Imatra Steel Oy Annual Report 1964, and Nokia Oy Annual Report 1946), foreignisms under Haugen's (1950: 210-31) Classification #1 occurred an average of 0.6 times, while in the new documents (Nokia 1998 translated Annual Reports) they occurred an average of 6.5 times. That big difference, suggests transdiscursive and defective attitudes in Finnish society toward the other. In the 1850s, Finnish attitudes toward alien persons and cultures were hardened, intolerant and prohibitive because language politics were both nascent and emerging, and Finns adopted a defensive stance (Paloposki 2002: 102 ff) to protect their cultural and national treasures such as language and folklore. Innovation The innovation here is that no prior doctoral level research measured Finnish attitudes toward foreignisms using a business translation approach. This is the first time that Haugen's classification has been modified and applied in target language analysis. It is hoped that this method would be replicated in similar research in the future. Applications For practical applications, researchers with interest in languages, language development, language influences, language ideologies, and power structures that affect national language policies will find this thesis useful, especially the model for collecting, grouping, and analyzing foreignisms that has been demonstrated here. It is intended to document for posterity current attitudes of Finns toward the other as revealed in business translations from 1912-1964, and in 1998. This way, future language researchers would be able to explore a time-line of Finnish language development and attitudes toward the other. Communication firms may also find this research interesting. In future, could the model we adopted be used to analyze literary texts or religious texts for example? Future Trends Though business documents show transdiscursive attitudes, other segments of Finnish society may show defensive or imperialist attitudes. When the ideology of industrialization changes in the future, will Finnish attitudes toward the other change as well? Will it then be possible to use the same kind of analytical tools to measure Finnish attitudes? More broadly, will linguistic change continue in the same direction of transdiscursive attitudes, or will the change slow down or even reverse into xenophobic attitudes? Is this our model culture-specific or can it be used in the context of other cultures? Conclusion There is anger against foreignisms in Finland as newspaper publications and television broadcasts show, but research shows that a majority of Finns consider foreignisms and the languages from which they come as sources of enrichment for Finnish culture (Laitinen 2000, Eurobarometer series 41 of July 1994, 44 of Spring 1996, 50 of Autumn 1998). Ideologies of industrialization and globalization in Finland have facilitated transdiscursive tendencies. When Finland's political ideology was intolerant toward foreign influences in the 1850s because Finland was in the process of consolidating her nascent country and language, attitudes toward the importation of loanwords also became intolerant. Presently, when industrialization and globalization became the dominant ideologies, we see a shift in attitudes toward transdiscursive tendencies. Ideology is usually unseen and too often ignored by translation researchers. However, ideology reveals itself as the most powerful factor affecting language attitudes in a target culture. Key words Finnish, Business Translation, Ideology, Foreignisms, Imperialist Attitudes, Defensive Attitudes, Transdiscursive Attitudes, Defective Attitudes, the Other, Old Documents, New Documents.

Multiphysics modelling for electronics design

The future of many companies will depend to a large extent on their ability to initiate techniques that bring schedules, performance, tests, support, production, life-cycle-costs, reliability prediction and quality control into the earliest stages of the product creation process. Important questions for an engineer who is responsible for the quality of electronic parts such as printed circuit boards (PCBs) during design, production, assembly and after-sales support are: What is the impact of temperature? What is the impact of this temperature on the stress produced in the components? What is the electromagnetic compatibility (EMC) associated with such a design? At present, thermal, stress and EMC calculations are undertaken using different software tools that each require model build and meshing. This leads to a large investment in time, and hence cost, to undertake each of these simulations. This paper discusses the progression towards a fully integrated software environment, based on a common data model and user interface, having the capability to predict temperature, stress and EMC fields in a coupled manner. Such a modelling environment used early within the design stage of an electronic product will provide engineers with fast solutions to questions regarding thermal, stress and EMC issues. The paper concentrates on recent developments in creating such an integrated modeling environment with preliminary results from the analyses conducted. Further research into the thermal and stress related aspects of the paper is being conducted under a nationally funded project, while their application in reliability prediction will be addressed in a new European project called PROFIT.

Improving MTM-UAS to predetermine automotive maintenance times

The preventive knowledge of serviceability times is a critical factor for the quantification of after-sales services costs of a vehicle. Predetermined motion time system are frequently used to set labor rates in industry by quantifying the amount of time required to perform specific tasks. The first such system is known as Methods-time measurement (MTM). Several variants of MTM have been developed differing from each other on their level of focus. Among them MTM-UAS is suitable for processes that average around 1-3 min. However experimental tests carried out by the authors in Elasis (Research Center of FIAT Group) demonstrate that MTM-UAS is not the optimal approach to measure serviceability times. The reason is that it doesn't take into account ergonomic factors. In the present paper the authors propose to correct the MTM-UAS method including in the task analysis the study of human postures and efforts. The proposed approach allows to estimate with an "acceptable" error the time needed to perform maintenance tasks since the first phases of product design, by working on Digital Mock-up and human models in virtual environment. As a byproduct of that analysis, it is possible to obtain a list of maintenance times in order to preventively set after-sales service costs. © 2012 Springer-Verlag.

Desenvolvimento de sequenciador para um Problema de Roteamento de Veículos

Este projecto tem como objectivo a optimização das rotas dos técnicos de serviço após venda da Schmitt+Sohn Elevadores, associadas à realização das manutenções preventivas a cada elemento contratado à empresa (elevadores, escadas rolantes, etc). Como tal, é necessário fazer uma distribuição dos equipamentos que se encontram em carteira, por um dos técnicos que assegura a manutenção, pelos vários dias úteis de cada mês, e pelas horas de trabalho de cada dia. Apesar do técnico ter disponíveis, por dia, 8h de trabalho, apenas 6h podem ser preenchidas com manutenções preventivas. As 2h restantes são essencialmente para possíveis manutenções correctivas para as quais o técnico seja solicitado. Caso o técnico não seja contactado para resolver nenhuma avaria, essas horas podem ser utilizadas pelo mesmo para adiantar trabalho do dia seguinte, isto é, visitar já alguns dos próximos pontos de manutenção preventiva do dia seguinte, ou para compensar trabalho que esteja atrasado. De salientar que, para cada dia, as deslocações do técnico de qualquer local ao primeiro ponto de uma rota ou de regresso do último ponto de uma rota não são contabilizadas. O trabalho desenvolvido nesta dissertação pretende dar resposta ao problema apresentado pela Schmitt+Sohn Elevadores. Para isso foi desenvolvida uma heurística para a optimização das rotas dos técnicos. Esta é baseada no conceito de “vizinho mais próximo” que procura sempre o ponto que se apresenta mais perto do último ponto que foi adicionado à rota. Com base nesta metodologia, nos processos de escolha dos pontos que formam clusters, e na selecção dos pontos iniciais de cada uma das rotas diárias, a ferramenta de optimização resultante define as rotas diárias para que o percurso efectuado por cada técnico num mês seja o menor possível. São feitas alterações às rotas definidas inicialmente quando encontrados pontos de uma mesma entrada a serem visitados em dias diferentes. Isto obrigaria o técnico a fazer duas viagens ao mesmo local. Por fim, o resultado é apresentado num documento Word a ser utilizado pelo técnico como guia diário das suas deslocações aos equipamentos que necessitam de verificações periódicas. Os resultados obtidos foram comparados com as rotas que estavam a ser usadas pela empresa, tendo apresentado resultados de melhor qualidade, constatando-se a eficiência da solução criada pelo algoritmo proposto neste trabalho.

Análise e implementação de melhorias no serviço Pós-Venda na área automóvel

No âmbito da unidade curricular de Dissertação/Projeto/Estágio, pertencente ao segundo ano do Mestrado em Engenharia Mecânica – Ramo de Gestão Industrial do Instituto Superior de Engenharia do Porto, o presente trabalho foi desenvolvido no Grupo JAP, Grupo do setor automóvel, desenvolvido especificamente no serviço pós-venda. Numa realidade bastante diferente de outros tempos onde havia grandes margens com a venda de produtos, hoje a realidade é bem diferente. Num contexto de competição global onde as margens são mais reduzidas, o serviço pós-venda, onde o cliente é acompanhado desde da compra até o fim de vida do produto, constitui uma fonte de receitas relevante bem como um diferenciador chave dentre as empresas de revenda automóvel. Por estas razões, são cada vez mais as empresas que seguem a filosofia Lean, orientando toda a sua estrutura produtiva no sentido de atingir zero desperdícios, sem interferir com a qualidade do produto final. A realização deste projeto teve como objetivo o desenvolvimento e adequação de ferramentas de melhoria e apoio ao serviço pós-venda no Grupo. Com a elaboração deste trabalho, pretende-se fazer uma análise a todo o processo do serviço pós-venda, identificando os problemas que ocorrem ao longo do processo e desenvolver um plano de ações de melhoria, utilizando para isso as ferramentas da metodologia Lean. Em primeiro lugar, fez-se uma análise do processo do serviço pós-venda e do serviço do armazém de peças, onde foram identificados alguns pontos de melhoria e recolhidos as primeiras informações para uma análise mais aprofundada de cada problema. Posteriormente, estabeleceu-se um plano de ações para eliminar ou minimizar os desperdícios encontrados no processo, aumentar a produtividade e a qualidade do serviço prestado ao cliente, e procedeu-se à implementação das melhorias. Após a implementação das melhorias, fez-se uma avaliação das mesmas e constatou-se um aumento de produtividade, uma redução de desperdícios e um aumento dos índices de qualidade. Em suma uma melhoria no serviço prestado ao cliente.

The emergence of product certification systems as trade barriers

This paper addresses the growing difficulties automobile manufacturers face within their after sales business: an increasing number of trade obstacles set up by import countries discriminates against the foreign suppliers and impedes the international sales of genuine parts. The purpose of the study is to explore the emergence of trade restrictive product certification systems, which affect spare parts exports of automobile manufacturers. The methodology used includes review of the literature and an empirical study based on qualitative interviews with representatives of major stakeholders of the automotive after sales business. Relevant key drivers, which initiate the introduction of technical regulations in importing countries, are identified and analysed to evaluate their effect on the emerging trade policy. The analysis of the key drivers outlines that several interacting components, such as the global competitiveness of the country, macroeconomic and microeconomic factors, and certain country-specific variables induce trade restrictive product certification systems. The findings allow for an early detection of the emergence of product certification systems and provide a means to early recognise the risks and opportunities for the sales of automotive spare parts in the automakers’ target markets. This allows the manufacturers to react immediately and adapt in time to the upcoming changes.

Factores clave en el nivel de servicio en la industria automotriz, con base en el modelo de Citroën Colombia para establecer mejoras

Se establecen los factores claves de éxito en el sector automotor cuando se presta el servicio post-venta dentro del periodo de garantía.