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Means to improve customer service in FIKO
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
2011 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Background: FIKO ltd is one of the leading titanium suppliers in Ukraine. The company’s customers come from Germany, France, Finland, Switzerland, Italy, Japan, China, South Korea, Turkey, India, Pakistan and others. In order to be competitive, the company must supply the customers with not only high quality product but also high customer service. The main shortcoming the company faces is on the measurements of the performance of customer services the company offers. Findings have shown that what get measured can be improved. Therefore, without the company measuring the performance of customer service it would be impossible to know for sure if the service they offer is sufficient.

Research questions:

1. What is the current state of customer service in FIKO?

2. In what way can FIKO control its customer service and how can the performance measurement contribute in it?

Purpose: The purpose of this thesis it to investigate the current status of customer service in FIKO and then to define the possible strategies that the company can implement in order to improve its customer service. Also, possible customer service measurements have been suggested to the company as a means of working towards improving its customer service.

Methodology: This thesis is based on an exploratory case study. Both qualitative and quantitative data was collected through Skype interviews as well as through questionnaires that were emailed to the respondents. The analysis of the thesis is based on the comparison of data with the different theories that were presented.

Conclusion: Currently the case company is not doing any performance measurement of customer service. This is due to the lack of awareness and the avoidance of incurring costs that might be associated with controlling customer service together with its measurements. With the help of some techniques like ABC analysis, feedback from customer and evaluating competitors, the company can be able to invest more wisely in developing customer services. When measuring customer service, it is of paramount important that the same Key performance indicators (KPIs) is used by all the concerned parties i.e. FIKO and its customers.

Suggestions on future research: Since this thesis was based on the supplier’s (FIKO) views of customer service, we think it would be interested to conduct a study based on customer perspective too.

Paper type: Master thesis

Place, publisher, year, edition, pages
2011. , 91 p.
Keyword [en]
customer service
Identifiers
URN: urn:nbn:se:lnu:diva-12481OAI: oai:DiVA.org:lnu-12481DiVA: diva2:422829
Subject / course
Business Administration - Other
Educational program
Business Process and Supply Chain Management, Master Programme, 60 credits
Presentation
2011-05-31, K1051V, SE 351 95, Växjö, 08:15 (English)
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2011-06-14 Created: 2011-06-14 Last updated: 2011-06-14Bibliographically approved

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