Professionell garantihantering
Ett arbete inom byggnadsbranschen
A business is always dependent on its customers. It is therefore important to ensurethat customers are satisfied with the product and the warranty included.The study was conducted in cooperation with the building contacting companySkanska Sweden. The aim is to use interviews to collect and process experiences in order to answer the question: How should the recovery process in the construction industry be performed to ensure a professional handling of warranty? The results have shaped my conclusions and I have turned them into a proposal that companies in the industry can benefit from. The study indicates that the industry is not geared for a five year warranty, which was introduced in 2004 and 2006. This is manifested by difficulties to prioritize the management of guarantees, with long lead times and customer-, and employee dissatisfaction as a result. Achieving a professional management means to adapt the company to a longer warranty. It means taking responsibility, prioritizing and investing in the organization and effective computer systems. The investment will help to create a stronger brand and increase the profitability for the company. The results suggest that companies should set aside time for staff and implement an aftermarket organization that supports and relieves the staff. An important aspect is that a financial liability for the guarantees should be anchored in the production staff. Otherwise it can result in a reduced quality due to lack of responsibility during the construction process, leading to increased warranty costs. The industry is also in great need of accessible craftsmen that quickly can fix errors. The problem is that most craftsmen today are occupied in the new construction projects, it creates longer lead times for the process. The craftsmen must also be suitable for a job in the aftermarket. The way of handling the issues in the industry are not uniform and are often outdated. Therefore a need exists for a modern and computerized case management system, it would improve the situation for both staff and customers. Companies can also use an evaluation system to rate their partners on how they acted during the warranty period. The information can be valuable for future collaborations. Knowing that a classification is performed can also increase the corporate accountability. Contracts in the future can be added a clause to encourage responsibility for the work during the warranty period. The clause requires a meeting where the contractors, among other things, can agree on a case management system to use. But most important is to pay attention to the work during the warranty period, which must be improved.