Post-sales strategy to achieve customer satisfaction for Hiava Oy
Danh, Nguyen Duc Minh (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023102427888
https://urn.fi/URN:NBN:fi:amk-2023102427888
Tiivistelmä
This thesis aims to formulate a comprehensive and informative order execution procedure for Hiava - an engineering company providing supportive solutions and tools for agile and effective supply chain and logistics management. The company was a start-up at the beginning of approaching potential customers stage and demands a proper procedure to implement upcoming orders from customers.
The thesis researched about the methodologies and theories that can help to build up a procedure that not only benefits the current implementations but also makes space for extensive future development. Different methodologies have been combined together to draft a complete procedure for Hiava.
The commissioning company provided the writer with a case study and two discussion meetings with the CEO. The case study demonstrated how Hiava has been fulfilling its orders after the deal has been closed until now. The interview with the company CEO opened into more comprehensive understandings on Hiava’s business process, strategy, vision and culture. After all, the interview, secondary data from the presentation and understanding of the writer as an intern at the company were facilitative factors for a suitable procedure to be formulated.
Varieties of approaches were applied for Hiava to effectively execute its orders. The procedure has been made with exemplary templates and suggestions of deployable tools, adding to that is the cautions and advice for the company to take notice. Some theories were clarified into detailed action plan, while some are relatively generic awaiting for another expansion research. Depending on Hiava needs and situation in the future, further analysis and implementations, for example, on the project measuring tools and surveys on process satisfaction of the internal stakeholders can be exploited to help the business retain success and reach more attainments. Meticulous strategic plan was also made available for future internal process renovation, which potentially leads to financial peak and excellent company reputation in the eyes of the potential customers.
The thesis researched about the methodologies and theories that can help to build up a procedure that not only benefits the current implementations but also makes space for extensive future development. Different methodologies have been combined together to draft a complete procedure for Hiava.
The commissioning company provided the writer with a case study and two discussion meetings with the CEO. The case study demonstrated how Hiava has been fulfilling its orders after the deal has been closed until now. The interview with the company CEO opened into more comprehensive understandings on Hiava’s business process, strategy, vision and culture. After all, the interview, secondary data from the presentation and understanding of the writer as an intern at the company were facilitative factors for a suitable procedure to be formulated.
Varieties of approaches were applied for Hiava to effectively execute its orders. The procedure has been made with exemplary templates and suggestions of deployable tools, adding to that is the cautions and advice for the company to take notice. Some theories were clarified into detailed action plan, while some are relatively generic awaiting for another expansion research. Depending on Hiava needs and situation in the future, further analysis and implementations, for example, on the project measuring tools and surveys on process satisfaction of the internal stakeholders can be exploited to help the business retain success and reach more attainments. Meticulous strategic plan was also made available for future internal process renovation, which potentially leads to financial peak and excellent company reputation in the eyes of the potential customers.