Titelaufnahme

Titel
Relationship between supplier's employees engagement and automotive customers satisfaction / von Cyril Eštok
VerfasserEštok, Cyril
Begutachter / BegutachterinUriga, Jan
Erschienen2014
Umfang85 Bl. : Ill., graph. Darst., Kt.
HochschulschriftWien, Techn. Univ., Master Thesis, 2014
SpracheEnglisch
DokumenttypMasterarbeit
Schlagwörter (EN)Employee / engagement / customers / satisfaction / human resources
URNurn:nbn:at:at-ubtuw:1-70362 Persistent Identifier (URN)
Zugriffsbeschränkung
 Das Werk ist frei verfügbar
Dateien
Relationship between supplier's employees engagement and automotive customers satisfaction [1.6 mb]
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Zusammenfassung (Englisch)

Being motivated by knowledge gained during study of Professional Automotive MBA Program and experience during professional life, this master thesis researched on relationship between variables which drive and influence company performance. It is research on employees engagement, customers satisfaction and company economic results .. How to create fair a value proposition of a supplier and how to transfer it through employees to a customer? Those questions are going to be analyzed and discussed in this Academic document. The major aim of the research work is to analyze and find a relationship between parameters which are measurable. The parameters which determine automotive customer-satisfaction and their willingness to stay loyal. The parameters which define important factors of employees-engagement and help them create an optimal value proposition. How relevant the company culture in that process is and at the end how we can measure and translate results to the financial figures of a supplier company. The pre-assumption of the master thesis is that the engaged employees in an automotive supply chain can better serve their customers, they can satisfy them and keep them loyal. Loyal customers are a basic pillar of the sustainable development of automotive company. Massive changes in the economic environment caused by globalization, liberalization and raising the competition create strong pressure on companies involved in automotive supply chain. It is not enough to differentiate by technology and product innovations. The first part of this master thesis brings more academic background of satisfaction in general, devoted more to specific engagement of employees, customers, the methods used to measure all the mentioned parameters The second part of the master thesis is a description of surveys conducted in the company Atlas Copco s,r,o, operating in the region of Eastern Europe. The first survey measures voice of employees and their satisfaction in the company. A specific part of the survey related to employee engagement according to EEI measurement by PwC has been selected and the data used for further processing. The second survey has been conducted within the customers- group of a supplier company. The survey has been focused on their satisfaction and loyalty. The third part of the master thesis evaluates the gathered data within the conducted surveys and searches for existing relations between the variables as well as a correlation with the economic output of the supplier company. All findings are discusses and analyzed. Finally, all findings are concluded in the last part of the master thesis and critically discussed. The final part includes also some recommendations for the management of the Atlas Copco, focusing on nurturing the future actions related to employee engagement and customer satisfaction.