Kartläggning av eftermarknadsärenden : En analys av felanmälningar under garantitiden

Sammanfattning: This thesis has been conducted in collaboration with JM AB, Region Öst, based at their office in Uppsala. Below follows a summary of the study. Problem For the major contractors in Sweden, the costs after the costumers access are high. According to Boverket the costs can be as high as 1.3 billion SEK annually. In addition of the costs of the work itself, the companies risks dissatisfied customers when the extra work often is considered as a disturbance. To investigate this matter, the purpose of this thesis is to answer the following questions: - What are the most common errors reported during the warranty period? - Can the errors be addressed at an earlier stage? - Is poor purchasing a contributing factor to the high costs during the warranty period? - Can a different ventilation system reduce the amount of errors? Method The purpose of the study is to identify the most common errors that occur during the warranty period, to summarize these and give concrete suggestions of measures to reduce the errors. The report is based on interviews, statistics of the errors from JM Region Öst during year 2015 and the analysis of the customers feedback during the warranty period of eight projects. In addition, the authors have chosen to compare two different ventilations systems to see if the change of system can reduce the number of error reports concerning ventilation. Conclusions The study shows an even distribution of errors from the different categories. The reports from JM Region Öst during year 2015 and the average from the selected projects have similar distribution. Of the total number of error reports from JM Region Öst during year 2015, 20.1 percent belonged to the category Plumbing. The same category had, in the authors compilation of the eight projects, 20.2 percent of the reports. From this result it can be concluded that the percentage of problems reported from each category is about the same, no matter the size of the project. In the interviews, the most common errors and what causes these, were discussed. Because of the many errors to the category Plumbing, this was the main subject. During the interviews it was discovered that different actors blames the problems on each other. However, dirt in the pipe system in combination with a low water pressure was considered to be the biggest cause of problems to the category. The study also shows that a complicated list of responsibilities generates costs for the after-sales department. The reason is that the process of appointing a responsible actor becomes hard. The consequence of this is that staff from the after-sales department is forced to make visits to the projects only to be able to redirect the matter to the responsible subcontractor.