Kvalitetsbristkostnader under garantitiden
Poor quality costWarrantyAftersalesConstruction industryKvalitetsbristkostnaderGarantikostnaderEftermarknadByggbranschen
Construction companies in Sweden have for recent years seen an increase in the numbers ofwarranty complaints associated with the market of resident buildings and the cost for this hasbeen measured to over 1.2 billion SEK per year. Working with poor quality cost as a way ofcreating insight about defects within the company?s processes is a method developed and usedby the manufacturing industry for decades, but have not yet reached the construction industry.This study has been performed in collaboration with a Swedish construction company, wherethe author has been stationed at the aftersales division for residential buildings. Owing tocircumstances, this published report has been made anonymous regarding the company whowill further on be namedthe Company. The Company is aware that warranty claims producegreat costs and has requested a way of putting cost and cause to specific claims in order ofreceiving a more specific cost view and to make the reuse of knowledge more efficient. Thepurpose of the thesis is to:Investigate the conditions for adopting a cost and cause measurement for specific warrantyclaims within the Company?s aftersales division for residential buildings.The task has been performed as a case study where the author has analysed the opportunitiesand obstacles for introducing the ideas of poor quality costs at the aftersales division. Theempiric is based on interviews with operating staff and management with the intention ofhighlighting the organizational conditions. A test model was produced and incorporated withthe daily work at the aftersales division for a month?s time.The result shows that the conditions are positive for dividing costs and making early causepredictions. The author presents two alternative solutions for this work: mapping andmeasuring system. The conclusion is that incorporation is dependent on engaged leadership,communication and involvement of co-workers, where the reuse of knowledge is theconnecting issue.