Customer consciousness in the production process of a steel factory

The purpose of this thesis is to examine the level of customer consciousness of the production process employees in a steel factory and to investigate the methods of internal marketing in order to propose development practices to enhance the customer consciousness of the case company employees. The significance of the level of customer consciousness is discussed and practices already implemented affecting the level of customer consciousness in the company are examined. The literature review gives an insight to the role of customer consciousness in the CRM philosophy of a manufacturing company and examines the means of internal marketing in enhancing customer consciousness. In the empirical part of the study, the level and significance of customer consciousness is determined by conducting individual and focus group interviews. The interviews are also used to examine the practices that could function in enhancing the customer consciousness of the employees. Development suggestions to improve the level of customer consciousness in the production process are given based on the results. The level of customer consciousness is at a poor level in the production process and influences above all on work motivation and job satisfaction, but possibly on customer satisfaction as well. The enhancement of customer consciousness in the production process should be done e.g. by ensuring the distribution of right knowledge coherently to all of the employees, gathering large customer reference database to exploit in work and in training, using visual illustration in presenting the customer information, training proactively and letting the employees to participate in the customer oriented development activities. Customer satisfaction focused reward system can be considered.

Waste Stream Investigation from Perspective of Changing Waste Legislation at Green Sand Foundries

The update of the Finnish legislation concerning waste was unavoidable, to comply with the European Union (EU) requirements defined in the EU-Directive on Waste. The new waste law updates were enacted into the Finnish legislation on the 11.03.2011 and targeted for applicability by the 11.03.2012. This thesis investigates the implications of the new amendments to the waste legislation from the perspective of green sand foundries. The investigations are conducted by comparing two of Componenta’s green sand foundries and evaluating their waste streams. Additionally, the impacts of legislation amendments are critiqued on their environmental and economic aspects. The study’s comparison of waste fractions at the two foundries reveals that sand is dominant in absolute tonnage and costs. The increments of waste taxes forces foundries to focus on waste management, recycling and disposing. The new legislation’s promotion of material efficiency, also guides foundries towards the prevention of waste. A potential preventive measure is to regenerate waste sand resulting to cost savings on both raw-materials and waste management. However, the lack of absolute targets for waste prevention or recycling rates discourages the interests towards creating or adopting new technologies and methods for the waste handling.