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Over decades companies co-created products together with customers. The rise of social media has created new possibilities of collaboration and changed the way how companies can interact with customers. Social media features play a significant role in online co-creation projects, because they enable companies to engage in an active dialogue with their customers. The purpose of this thesis is to pr

E-business is becoming more and more common today. The predictions of future growth give clear indications that companies will use e-business more and more. However in the growth of e-business it has been identified that there is a common lack of understanding in customer needs and logistics. In order to reduce some of this non-understanding this thesis seeks answers to the following question: - H

This master thesis is a part of an inventory control research collaboration between NGIL (Next Generation Innovative Logistics) and Volvo Parts AB. Volvo Parts is a business unit within the Volvo Group that provides support and services for the aftermarket. Their objective is to maximise the uptime of Volvo Group products for the end users by providing support and ensuring availability of spare pa

This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemi

Är kunderna nöjda? Låt röstteknologin berätta Snart kan kundservicecenter plocka ut statistik över hur glada, arga, ledsna eller kanske förvånade deras kunder har varit den senaste veckan, dagen eller timmen. Vi har byggt en sentimentmodell som automatiskt kan klassificera känslorna hos en talare utifrån både tonläge och sammanhang. Redan idag analyseras stora mängder samtal i kundservice för atSpeech Emotion Recognition (SER) opens up the possibility to collect opinions from people in channels that have not be conceivable before, such as youtube videos, podcasts or phone calls. SER is becoming more advanced, and the SER models that have been published recently are reaching accuracy-results well beyond state of the arts. However, SER is not a simple task and it is most common that the mo

In today´s supply chains, it often ends by the consumer but as seen with reverse logistics the consumers are the starting point on the reverse flow. Reverse logistics is the opposite route from the usual supply chain and the literature stresses the importance of designing a reverse logistics network, where reverse distribution is essential to reach efficiency. The purpose of this study aims to ela

Purpose The purpose of this thesis is to describe and analyse how ALPHA BETA’s repair business is organised and structured today. Second purpose of this thesis is to propose focus points for making today’s repair process more effective. Issues The main issues for the thesis: • To present a situation analysis of ALPHA BETA’s repair process today. • To describe the internal business strengths and we

Debates on the total or partial privatization of water usually follow the rationale that efficient and rational management is best left to the private sphere. In this paper and using a historical example, we attempt to assess critically this assumption arguing that efficiency and rationality in resource management are and have been an asset of collective management as well. We present the case of

Popular Abstract in Swedish I litteraturen kring marknadsföring av tjänster har det i flera sammanhang diskuterats hur tjänster baserade på kombinationer av kundmedverkan och teknologi kan erbjudas till kunden. Exempel som behandlats är bankers uttagsautomater, självbetjäning på bensinstationer och automatiska banktjänster över telefon. Innan man kan presentera sådana rekommendationer behövs det g