Optimização da estratégia de serviço pós-venda da Peruza

• Main Author: Mota, António Martins da
• Publication Date: 2019
• Format: Master thesis
• Language: eng
• Source: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Download full: http://hdl.handle.net/10400.22/15366
• topic: After-Sales; Maintenance; Customer Service

The aim of the study is to develop and optimize the process of after-sales from PERUZA, a Latvian company inserted in the food industry specializes in manufacturing equipment for processing and transforming the fish. The company produces and commercializes its products in the Latvian market as well as in international markets such as Southeast Asia, Europe and North America. The after-sales activities of a manufacturing company plays an important role in the success of the business, as after the machine is purchased the quality of the service offered is the gate for new purchases and good feedbacks that spread among the markets and increase the reliability and reputation of both product and company. The project was developed based on a research-action methodology through a six-month internship in Latvia. During that period multiple activities were performed that allowed to acquire enough information and knowledge to develop a new strategy aiming to increase the after-sales revenues and the relationship with the existing clients. To begin the study, the current after-sales process was analyzed in order to identify the issues and possible improvement opportunities that could be implemented later on. From that analysis and after some discussions with the department managers it was carried an analysis that aimed to understand the customer's opinion of the current after-sales services offered. With the data collected and analyzed a series of improvement proposals was made and discussed with the company manager to obtain its approval for the further actions. At a later stage of the internship new improvements were implemented such as the introduction of new services, development of new process diagrams and optimizations of the spare parts management strategy. To conclude the study the new services were offered and presented to the customers and the trial period for the new after sales methodology started. During that time PERUZA collected information based on the feedback of the customers and continued to work on optimized the new strategy implemented, aiming to achieve a stage where the process is capable of increasing the company’s revenues as well as keeping a good reputation and reliability of its products and services offered.