https://www.mdu.se/

Abstract

Title:                      Identifying gaps in the internal customer service provided by ABB Robotics - A qualitative study

Date:                    June 2^nd, 2014

Level:                   Bachelor Thesis in Business Administration, 15 ECTS

Institution:         School of Business, Society and Engineering at Mälardalen University

Authors:              Maria Lovehed and Jennie Saarinen

Tutor:                   Zarina Osmonalieva

Examiner:           Eva Maaninen-Olsson

Keywords:          Internal Customer Service, Customer Satisfaction, Customer Value, Service Quality and Customer Service.

Research             Are there gaps in the internal customer service provided by ABB Robotics Aftersales and

Question:            how are they related to customer value?

Purpose:             The purpose of this thesis is to identify, describe and analyze what gaps ABB Robotics Aftersales has in their internal customer service towards the Local Business Unit of USA, and give recommendations for improvements.

Method:             To fulfill the purpose of the thesis the primary and secondary data has been analyzed based on the theoretical framework. The theoretical data has been retrieved through scientific findings and from Mälardalens University database. The empirical data consists of primary and secondary data. The primary data has been collected by interviews with different managers and one employee from ABB Robotics internal customer service. The secondary data has been collected fromABB’s webpage.

Conclusion:        With the gathered theory and with the empirical study of the primary data, gaps have been identified and how they transpire. The Knowledge gap, Policy gap, Delivery gap and the Communication gap all exist in Aftersales internal customer service. The management cannot define the internal customer expectations due to insufficient research made on the internal customer, some incorrect standards for service qualities was found, which leads to some inadequate service qualities. Finally, the delivery of a service promise does not meet the internal customer’s expectations based on the factors contributing to the Customer gap and the Local Business Unit’s perception of performance of Aftersales service. All of the gaps relate to customer value in a negative way.