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Effektivt förbättringsarbete på Mahé Freight AB Bengtsson, Erik ; Berggren, Anna

By: Bengtsson, ErikContributor(s): Berggren, AnnaPublication details: Linköping Linköpings universitet, 2002; Teknik och naturvetenskap, ; LITH-ITN-KTS-EX--02/22--SE, Description: 90 sSubject(s): Sweden | Aircraft | Freight transport | | Quality | Improvement | | PrdOnline resources: Publikation/Publication Abstract: In today’s transport effective society there are a lot of actors at the transport market. The actors are competing against each other when it comes to affiliate new clients and keeping them. It is therefore essential to use alternative approaches to find new ways to compete. The purpose of this study has been to support the shipping agent Mahé in their work to improve and streamline their processes Import – airfreight and Export – airfreight with focus on customer satisfaction, by producing a number of improvement suggestions. A basic condition for our work is the theoretical part, which is the first part of the study. A customer investigation initiated the improvement work, where the purpose was to find out what expectations there are on shipping agents. From this result we chose to focus our work in three areas; precision of delivery, complaint management and invoicing, that we found was important to the clients. The causes to the problems were found by creating relationship diagrams. A number of goals were formulated as guidelines for the improvement work. A working team was put together, whose task was to find solutions to the causes and to achieve the goals. Our work has resulted in just over 40 improvement suggestions, which are presented in the thesis. Our work with this study has shown that much can be achieved with simple means. Our recommendation to Mahé is to continue with this improvement work according to the method we have been following.
Item type: Reports, conferences, monographs
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In today’s transport effective society there are a lot of actors at the transport market. The actors are competing against each other when it comes to affiliate new clients and keeping them. It is therefore essential to use alternative approaches to find new ways to compete. The purpose of this study has been to support the shipping agent Mahé in their work to improve and streamline their processes Import – airfreight and Export – airfreight with focus on customer satisfaction, by producing a number of improvement suggestions. A basic condition for our work is the theoretical part, which is the first part of the study. A customer investigation initiated the improvement work, where the purpose was to find out what expectations there are on shipping agents. From this result we chose to focus our work in three areas; precision of delivery, complaint management and invoicing, that we found was important to the clients. The causes to the problems were found by creating relationship diagrams. A number of goals were formulated as guidelines for the improvement work. A working team was put together, whose task was to find solutions to the causes and to achieve the goals. Our work has resulted in just over 40 improvement suggestions, which are presented in the thesis. Our work with this study has shown that much can be achieved with simple means. Our recommendation to Mahé is to continue with this improvement work according to the method we have been following.

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