Improving global sales office satisfaction. : Case: Metso Automation, Day-to-Day Business Support
Willgren, Laura (2012)
HAAGA-HELIA ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012112115862
https://urn.fi/URN:NBN:fi:amk-2012112115862
Tiivistelmä
Customer focus and customer satisfaction are the keys to success in business. Technical superioty brings success only; if the technical implementations meet the customers’ real needs.
Metso Corporation is a major international company, which aims to improve its actions constantly. To excel at this, the company has incorporated customer satisfaction into their action plan for 2012 and that is the base for this thesis.
The word customer can often refer to an internal customer, such as a company’s sales office, and the Day-to-Day Order Management unit, part of Metso Automation, aims to improve its relationship with the customers, the sales offices. In order to get a clear understanding, theories such as customer relationship management, service quality and customer satisfaction were researched closely.
To improve the relationship with internal customers, it is important to know what the current situation is, and which factors are the most important ones to be improved.
Analyzing the factors will help in the creation of an action plan, which then addresses the correct contact points and changes the current situation to follow a more benficial route.
This study was conducted by using a survey and face-to-face interviews. All the sales ofices were included and the answers gave a solid basis for future actions and plans. The survey data was categorized into five groups, based on location, to deliver more efficient results.
The results clarified the current situation and highlighted the factors, such as service quality, which need to be improved in oder to create better customer satisfaction.
Metso Corporation is a major international company, which aims to improve its actions constantly. To excel at this, the company has incorporated customer satisfaction into their action plan for 2012 and that is the base for this thesis.
The word customer can often refer to an internal customer, such as a company’s sales office, and the Day-to-Day Order Management unit, part of Metso Automation, aims to improve its relationship with the customers, the sales offices. In order to get a clear understanding, theories such as customer relationship management, service quality and customer satisfaction were researched closely.
To improve the relationship with internal customers, it is important to know what the current situation is, and which factors are the most important ones to be improved.
Analyzing the factors will help in the creation of an action plan, which then addresses the correct contact points and changes the current situation to follow a more benficial route.
This study was conducted by using a survey and face-to-face interviews. All the sales ofices were included and the answers gave a solid basis for future actions and plans. The survey data was categorized into five groups, based on location, to deliver more efficient results.
The results clarified the current situation and highlighted the factors, such as service quality, which need to be improved in oder to create better customer satisfaction.