Measuring customer satisfaction to drive importance of quality and excellence in processes : case company Valmet Technologies Oy, Stock Preparation and Recycled Fiber Business Unit
Suoniemi, Mariella (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023112932644
https://urn.fi/URN:NBN:fi:amk-2023112932644
Tiivistelmä
The purpose of this thesis is to improve the customer satisfaction measurement process within Valmet's Stock Preparation and Recycled Fiber Business Unit (SPR BU). Developed in collaboration with SPR BU, the study aims to model the customer feedback system in order to measure and provide data for stakeholders to respond better to customer expectations. The primary focus of this study is on delivery projects and their critical project phases, such as project start-ups.
Research methods for this study were literature review, internal key person interviews, benchmarking, and direct observations. Available material, such as the service blueprint made by Tissue BU, survey templates, and company guidelines, were used as research material. This topic was chosen for its convenience, as the researcher is employed by the case company. The familiarity supports the analysis and provides a deeper understanding of the situation for the thesis. Considering the author's employment with SPR, this thesis is restricted only to this Business Unit.
This thesis consists of two main parts, the theoretical part is in the form of a literature review, and the empirical material is gathered by qualitative methods, such as interviews and benchmarking. The literature review introduces the main concepts of customer relationship management (CRM), customer satisfaction measurement (CSM), and customer experience. The empirical material of this thesis is gathered with ready-made documents, internal key person interviews, and benchmarking Paper Machine Business Unit. The research results provided an overview of the current practices in SPR, and modeled workflows for measuring and presenting customer satisfaction data in delivery projects and pilot trial runs.
Research methods for this study were literature review, internal key person interviews, benchmarking, and direct observations. Available material, such as the service blueprint made by Tissue BU, survey templates, and company guidelines, were used as research material. This topic was chosen for its convenience, as the researcher is employed by the case company. The familiarity supports the analysis and provides a deeper understanding of the situation for the thesis. Considering the author's employment with SPR, this thesis is restricted only to this Business Unit.
This thesis consists of two main parts, the theoretical part is in the form of a literature review, and the empirical material is gathered by qualitative methods, such as interviews and benchmarking. The literature review introduces the main concepts of customer relationship management (CRM), customer satisfaction measurement (CSM), and customer experience. The empirical material of this thesis is gathered with ready-made documents, internal key person interviews, and benchmarking Paper Machine Business Unit. The research results provided an overview of the current practices in SPR, and modeled workflows for measuring and presenting customer satisfaction data in delivery projects and pilot trial runs.