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The after sales service

Rechten: Alle rechten voorbehouden

The after sales service

Rechten: Alle rechten voorbehouden

Samenvatting

This report has been written for Prydegroup Company and HZ University. It is a graduation project, following an internship of five months. It is to be presented to the university of Hogeschool Zeeland on May 28th 2010.
Pryde Group is a Hong Kong based Sports Group composed of three key business platforms - manufacturing, distribution and brand management. The company's focus is on high-performance products, premium quality, style and a winning attitude. PrydeGroup France is part of the distribution platform. The unit is in charge of the distribution of productsof products throughout Europe and more precisely in France, Belgium, Holland, Switzerland, Portugal, and Spain. The distribution network is composed of retailers in adventure and marine sports. The company is based in the business-to-business sector. The turnover is about nine million Euros, and currently employs nineteenemploys nineteen staff (the CEO, one administrative and financial director, two accountants, three marketing managers, one buyer, three commercial assistants, one after sales manager, three employees for logistics, and four salesmen).
The year is divided into two parts, the winter season and the summer season. The winter season concerns the sale of snowboards and accessories, represented by Flow (snowboards, bindings, and boots) and Icetools (protection accessories, tools, ski bags, board bags…). The summer season concerns water sports, windsurfing and kite surfing, represented by the brands Neilpryde (sails, booms, masts, harnesses), JP Australia (windsurf boards), Cabrinha (kite, bars, boards) and NPX (dry suits, tops, board shorts, accessories). Their clients are shops specialized in this kind of product.
The company is based in Grenay (north of France), a strategic area for the commerce in Europe. The products are imported from china, and are dispatched throughout Europe.

Problem
This report will talk more precisely about the after sales service. This department has become increasingly important in the day-to-day life of companies, with customers expecting a full service from A to Z: before the sale, during the sale, and especially after the sale. At Prydegroup there is a question mark over the efficiency of the after sales service.

Purpose
The aim of this report is to see how optimization of the after sales service can improve customer loyalty.

Scope
To answer this question, we will first discuss the company, talking about its strengths, weaknesses, opportunities and threats, which will allow us to lead on to the after sales service. We will start by looking at what is an after sales service, why it is so important in a company and the consequences of inefficient management. The third part will be focused on the Prydegroup company customer service, with an analysis of the process and understanding theunderstanding the issues, through customer opinion. 
This will allow us to reach the next step, which will be related to the problems and mistakes that we can find in the service. Finally, solutions and recommendations will be suggested in order to optimize this service and improve customer loyalty.

Toon meer
OrganisatieHZ University of Applied Sciences
OpleidingInternational Business & Management Studies
AfdelingAcademie voor Economie & Management
PartnersPrydegroup France
Datum2010-06-24
TypeBachelorscriptie
TaalEngels

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