Information- och knowledgereturn from aftermarket to productdevelopment: a casestudy at Scania CV AB 2000 (Swedish)Independent thesis Advanced level (degree of Master (One Year))Student thesis

Abstract [sv]

Since industrial companies concentrates on value-added services as a complement to its core-products, the information- and knowledge-return from after market to product development has increased in significance/importance. Information about the product’s quality and reliability can be gained during this process and lead to improvements in the development of existing and new products and services. AS scientists for this thesis we have studied the information- and knowledge-flow at the truck-producing company Scania. The purpose with this study has been to collect information (warranty-statistics) from the importer in Great Britain (SGB), investigate the application for the information and ennoble it into knowledge. We also study how the collected information/knowledge can be distributed to affected parts of the product-development organisation. We found the theories about the subject to be very poor. The theoretical frame of reference that we use for this thesis is therefor divided into three main parts: - after market, knowledge and product development. The theories show that: The after market has become an important business strategic resource. There are two types of information/knowledge: quantitative (data) and qualitative (interviews). For a good result these two should be combined. The chain of product development is enlarged by involvement of suppliers and customers. The effort is also to decrease the time for product development as much as possible. Eight persons has been interviewed in total (three from Scania Sweden, three from the importer in Great Britain and two uninitiated. The discussion’s result can be summarised as follow: There is a strong trend within truck industry towards a development where you sell transport solutions (complete concepts) instead of only trucks. This trend occurs in many lines of businesses and is not unique for the truck industry. A significant trend is toward ”integration forward”, I.o.W.’s that Scania buys the importers and the importers buy the distributors. The aim is to increase the control over the after market and to get closer to the customer. There is an enormous potential of knowledge at the after market that must be taken charge of It is of great importance to define which information and knowledge that shall be collected, how shall it be used and who can gain from it. The existing system for information- and knowledge-transfer should be faster and friendlier to use. The increasing sell of contracts is a huge economic opportunity, but also a big risk. The collected information shows that: Scanias latest generation (P4) has larger warranty costs than the earlier generation (P3). The warranty cost for P4 has decreased from the production year 1996 to 1998. The number of reclamation above minimum level for warranty is decreasing for P4, while the once under the level is increasing. The second year of warranty is more expensive than the first year for both P3 and P4. This is a result of an increased out turn of wear articles such as brakes and clutches.

Place, publisher, year, edition, pages

2000.

Keywords [sv]

value-added services, information, knowledge, aftermarket, productdevelopment

Identifiers

URN: urn:nbn:se:hh:diva-13864Local ID: U3044OAI: oai:DiVA.org:hh-13864DiVA, id: diva2:369057

Uppsok

Social and Behavioural Science, Law

Note

Denna uppsats kan beställas från arkivet / This paper can be ordered from the archive. Kontakta / Contact: arkivet@hh.seAvailable from: 2010-11-09 Created: 2010-11-09Bibliographically approved

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