Study on main drivers of operational performance metrics in a repair system through big data analysis.
Tutor / director / evaluatorSaura Agel, María José
CovenanteeHP Printing and Computing
Document typeBachelor thesis
Rights accessRestricted access - author's decision
A multinational company, when a customer unit is damaged or broken and it is under repair, pays a lot of attention to the repair process of the unit and works for optimising the process but also, to offer the best customer experience. On the repair process there are a lot of steps and times to follow to offer a good customer experience. Also, the customer satisfaction and feelings related to the process is very important for the operations and the multinational, as it is part of the external image and it is taken into consideration when analysing how the repair has been performed. In this study, focused on the Personal Computers repaired in CEMA region, we analyse how an impact of a step on the repair process affects the overall repair time, how the times affect customer satisfaction and we analyse how these metrics are related, in order to know a way to approach the weekly review meetings where the management chain reviews the performance and decide which actions to perform to improve the quality offered and the customer satisfaction.
SubjectsIndustrial management, International business enterprises, R (Computer program language), Consumer satisfaction, Empreses -- Direcció i administració, Empreses multinacionals, R (Llenguatge de programació), Satisfacció del consumidor
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