Browsing by Author "Äijälä, Jani"

The aim of the thesis was to make customer satisfaction research about change of the logistical structure in aftermarket of Agritek Oy. Customer satisfaction survey was made for retailers of Agritek Oy. Year 2012 Agritek Oy started piloting straight deliveries from factory to retailers. Shortly the new model deliveries started to be normal routine of some retailers. Thesis was made to find out how these straight deliveries impact retailers day to day business. The research was divided in several periods. In first and second periods retailers answered to customer satisfaction surveys. Both of these first and second period surveys was made as open-ended and closed-ended question surveys. Delivery times were researched in third period. Delivery time data was collected during one and a half years. Satisfaction surveys indicated that there is a need for development in tracking of delivery, delivery times, order process and order deadline. Delivery time research indicated that there is a need for development of delivery times for several retailers. For several retailers the delivery time is minimum three days. In spare part business this kind of delivery time is too long. The most important targets of development are availability of traceability information, modification of ordering process and shortening of delivery times. Agritek Oy has opportunity to significantly increase customer satisfaction by improving company’s operational model. There is a need of assistance from CNH if company wants to improve delivery times. CNH has opportunity to improve the delivery times to retailers by remodeling the freight contracts. Cooperation between CNH and Agritek Oy is needed for increasing the reliability of delivery and customer satisfaction level of aftermarket.