THESIS WORK: Future Dealer Coaching a service for great experience

Background


Our ambition in Service Market Logistics (SML) is to truly become customer centric in all aspects of our services. To achieve that, we continuously work on having a better understanding of our customers and dealers, to offer better services and products in line with their expectations and requirements.
Dealer support is a critical process that impacts the dealer experience. For SML it consists of several services like Helpdesk, Coaching around the Dealer Inventory Management (DIM) concept, support around Dangerous Goods, etc. At this stage SML would like to analyze dealer coaching needs more thoroughly to be able to offer customer focused, personalized, and extended dealer coaching services that improve the dealer experience and enable dealer business excellence while simplifying both for the dealer and SML.


When doing that, it should also be considered how technologies such as e.g., automation, robotization and AI could be an integrated part of our future coaching services.


Assignment and expected outcome


The Thesis work will focus on studying and understanding how SML should coach and train dealers in the future when compared to the existing SML offer. The assignment thesis includes:
Interview stakeholders and related personas within and outside of Service Market Logistics to conclude where we are today in terms of dealer coaching impacting the dealer experience.
Identify major gaps and bring recommendations on how to close the gaps towards personalized, and extended dealer coaching
Bring external insights and learn from research and industries in the front line to understand how that can be used in a Service Market Logistics context.
Recommend a service model towards a personalized, and extended dealer coaching service.

The expected outcome is that the thesis work can visualize the current state and recommendations to close the gap between current state and the wanted state, propose a high-level service model for the future dealer coaching that will deliver a great dealer experience and support SML customer centricity journey


Student profile and application


Master students in Service Design and/or Innovation / Supply chain/ Industrial Management or similar fields
Application deadline: Oct 20th, 2022
Language: English
Number of students: 2


In Operations Excellence, Order & Service Offer department we..


..lead shaping of sustainable and fit for purpose Logistics Service offers and E2E Value Chains keeping our customers ahead of competition today and tomorrow. Our focus is the Order Management, Return & Circularity and Dealer Support Value Chains.
… adopt modern technologies as a fantastic opportunity to provide an even better experience.
…are all Lean Leaders with a sharp vision, co-creating customer value together with Internal and External Partners
…value progress over perfection and have a can-do attitude. We can change and adapt to manage as our business changes. This dynamic environment empowers you to explore our businesses, our current capabilities, shifting industry needs that we may find ways to benefit from or leverage.
…have a passion for serving our brands and dealers to deliver great customer experience and business value.


Contact information


For further information, please contact:
Name: Carina Swahn or Pinar Aktekin
Dept: Logistics & Service Development
E-mail: carina.swahn@volvo.com, pinar.aktekin@volvo.com
Phone: +46739026317, +46765536854




Mentors


Carina Swahn – Director Order and Service Offer
Pinar Aktekin – Excellence leader, Order & Service Offer