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Author:Vihavainen, Janne
Title:Myynti- ja tuotantoprosessin kehittäminen kuljetusyrityksessä
Developing the sales process and production process in a transport company
Publication type:Master's thesis
Publication year:2003
Pages:86      Language:   fin
Department/School:Tuotantotalouden osasto
Main subject:Teollisuustalous   (TU-22)
Supervisor:Tanskanen, Kari
Instructor:Kultalahti, Kai
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:customer relationship management
punctuality of transport
production process
sales process
asiakkuuden hallinta
kuljetusaikatäsmällisyys
tuotantoprosessi
myyntiprosessi
Abstract (eng): Transporting is a service in which the products of various service providers do not significantly differ.
A competitive transport company must be able to provide the customers with the services needed and do this at competitive price.
The company has to have explicit and functional processes in order to develop customer loyalty and to promote profitable business.
The processes have to be measured and further developed on the basis of these results and the customers' needs.

The objects of the study are customer relationship management and punctuality of transport.
The objective is to find means for developing customer relationship management and measuring punctuality.
This is accomplished by analyzing the present means of measuring and, based on the analysis, by creating development schemes.
The material in this Master's thesis consists of literature review which deals with processes and process management and of interviews with the staff of the companies in question.

The study resulted in means and methods that help the companies to develop customer relationship management and measure punctuality of transport.
According to the study, customer relationship management can be developed by profiling and segmentation of the customers.
This helps the company to identify the customers' needs and to provide the customers with the services they want.
The study produced a method and a formula for the company to use in measuring punctuality.
Developing punctuality of transport and customer relationship management as showed in the study gives the company a notable advantage compared to the competing companies.
Abstract (fin): Tavaroiden kuljettaminen on palvelumuoto, jossa tuotteilla ei ole suuria eroja eri palveluntuottajien välillä.
Kilpailukykyisen kuljetusalan yrityksen on pystyttävä tarjoamaan asiakkailleen heidän haluamiaan palveluja kilpailukykyisin hinnoin.
Asiakasuskollisuuden ja yrityksen kannattavan liiketoiminnan kehittämiseksi on yrityksellä oltava selkeät ja toimivat prosessit.
Prosesseja on mitattava ja mittaustulosten perusteella edelleen kehitettävä asiakkaiden haluamalla tavalla.

Tutkimuksen kohteena on kuljetusyrityksen kuljetusaikatäsmällisyys ja asiakkuuden hallinta.
Tavoitteena on löytää keinoja asiakkuuden hallinnan kehittämiseen ja kuljetusaikatäsmällisyyden mittaamiseen.
Tavoitteisiin päästään analysoimalla nykyisiä mittareita ja laatimalla analyysien perusteella kehitysehdotuksia.
Opinnäytetyössä on perehdytty prosesseja ja prosessijohtamista käsittelevään kirjallisuuteen sekä haastateltu kohdeyrityksen henkilöitä.

Tutkimuksen tuloksena saatiin yritykselle työkaluja ja menetelmiä, joilla asiakkuuden hallintaa voi parantaa sekä kuljetusaikatäsmällisyyttä mitata.
Asiakkuuden hallintaa voi tutkimuksen mukaan parantaa profiloimalla ja segmentoimalla asiakkaat, jolloin asiakkaiden tarpeet tunnistetaan ja asiakkaille osataan tarjota heidän haluamiaan palveluja.
Tutkimuksessa kehitettiin yritykselle menetelmä ja laskentakaava, jolla kuljetusaikatäsmällisyyttä voidaan mitata.
Kuljetusaikatäsmällisyyden ja asiakkuudenhallinnan parantaminen tutkimuksessa esitetyillä menetelmillä antaa yritykselle merkittävän kilpailuedun kilpailijoihinsa nähden.
ED:2003-07-11
INSSI record number: 19855
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