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Title Reduktion af svarhastighed for MAN Diesel & Turbos reverse supply chain
Author Rosengren, Jesper (Ingeniørhøjskolen i København, IHK)
Hoang, Trinh Thi (Ingeniørhøjskolen i København, IHK)
Supervisor Larsen, Samuel
Institution Ingeniørhøjskolen i København, IHK, DK-2750 Ballerup, Denmark
Thesis level Bachelor thesis
Education Diplomingeniør, Produktion
Education Bachelor of Engineering
Publication date 2012-06
Abstract
Bachelorprojektets formål er, at analysere MAN Diesel & Turbos (MDT) reverse supply chain for returvarer under garanti og komme med et forbedringsforslag.
Fokus på returvarer hos MDT har ikke været prioriteret og på baggrund af det, er deres behandlingstid af returvarer utilstrækkelig. Problemet skyldes primært, at fejlårsager og placering af ansvar ikke kan fastslås hurtigt nok. Derfor ender MDT alt for ofte med at dække omkostninger, som evt. burde dækkes af underleverandører eller kunder.
Undersøgelsesmetoden der er anvendt til at indsamle data er kvalitative semistrukturerede interviews og observationer. Vi har anvendt teorier indenfor reverse supply chain til forståelse og løsning af problemet.
For at forbedre flowet og minimere omkostninger er følgende forbedringsforslag udarbejdet:
1. Sortering af alle gamle returvarer
2. Sorteringsprocessen skal kun udføres en omgang
3. Ansætte en teknisk kompetence og investere i testudstyr
4. Ansætte eller udpege en hovedansvarlig for den reverse supply chain
Ved implementering af forbedringsforslagene kan MDT opnå en reduceret svarhastighed fra 245 dage til 35 dage fra modtagelse af returvaren til, at kunden får et svar. Besparelsen vil være 15.978.015 DKK over 5 år.
Abstract The purpose of this Bachelor-thesis is to analyze the reverse supply chain for the electronic products that are under warranty at MAN Diesel & Turbo in order to recommend improvements to the system.
The focus on product returns at MDT has been a low priority area and because of this the handling time of returns is inadequate. A primary source to this issue is the delay in which cause and responsibility is established. Due to this MDT often has to cover expenses, which rightfully should have been covered by subcontractors or customers.
The research methods applied in this thesis is semi-structured interviews and observations in order to collect data as well as theories in reverse supply chain to gain knowledge on how to approach the problem of prolonged handling time of returns.
To improve flow and reduce costs, the following approaches are suggested.
1. Categorization of all old returns
2. The sorting process should only be conducted once
3. Employ staff with adequate technical skills and investments in test equipment
4. Employ or point out a staff to be responsible for the reverse supply chain
By implementing the above suggestions, the time spent from receiving return goods to the customer receive a reply can be reduced from 245 to 35 days. This will in a five-year period reduce the cost by DKK 15.978.015.
Pages 134
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Admin Creation date: 2012-06-04    Update date: 2012-11-05    Source: ihk    ID: ihk-11342544    Original MXD