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Kundtillfredsställelse på Bromma tryck AB
Högskolan Dalarna, Akademin Industri och samhälle, Grafisk teknik.
2004 (Svenska)Självständigt arbete på grundnivå (kandidatexamen)Studentuppsats (Examensarbete)
Abstract [sv]

The prospects for businesses in the printing industry have radically changed over the last few years as a result of globalisation and developments in computer technology. Having competed with the production of graphic products, companies now find themselves competing with the whole media field of alternative solutions. The over-capacity in the printing market has led to an increased competitive situation and a greater price consciousness. In today’s competitive printing industry, it is the companies whose products and services concerning price and quality most satisfy their customer’s needs, that are the most successful ones. The ability to understand and realise the needs of the customer is of utmost importance for the success of the company. To be able to draw correct conclusions concerning customers it is essential to have as deep a knowledge of the customer as possible. This report is based on a customer survey of 20 of Bromma tryck’s most prominent customers. At the same time, supplementary interviews among employees at different departments were carried out to get a greater insight into Bromma tryck’s quality work. The conclusions from this report are that company’s Achilles heel is their price level. If Bromma tryck could lower their prices the number of new customers would increase and their present customers would use the company even more. The report also points out that the greatest positive aspect of customer service lies in the field of digital printing, addressing, enveloping and shop material.

Ort, förlag, år, upplaga, sidor
Borlänge, 2004. , s. 44
Nyckelord [sv]
Kundtillfredsställelse, TQM, Kundundersökning, Kvalitet, PDSA-cykeln
Identifikatorer
URN: urn:nbn:se:du-3522OAI: oai:dalea.du.se:3522DiVA, id: diva2:518476
Uppsök
teknik
Handledare
Tillgänglig från: 2008-11-26 Skapad: 2008-11-26 Senast uppdaterad: 2012-04-24Bibliografiskt granskad

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Totalt: 51 träffar
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  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
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