Besides being my Master's Thesis, this document was written with the aim of expressing my ideas and proposals, after a very rich first year of collaboration with Dometic Italy Marine. The three most important branches of my educational background (Mechanical, Industrial Automation and Management Engineering) were mixed in a role acting in a dynamic and very demanding environment, such as the luxury yacht production area. Some new directives imposed by Dometic’s Headquarters aiming to bring a mindset change through the application of Lean Manufacturing principles, became the opportunity for presenting a different approach concerning Customer Support and Quality departments, as well as for improving the internal communications. For achieving it, I created different documents and modules, to be shared internally and/or with the customers, as well as some study cases documents as an invitation to Systematic Problem Solving practices, Root Cause Analysis approaches and even Employer Branding considerations. Finally the goal of this Master’s Thesis is to promote a holistic approach at any occasion; do not just solve a problem but be sure that everyone understood what created it, how was faced and with witch actions will not be repeated in the future, having always in mind that “People don't fail, processes do”. [cit.: The Toyota production system]
TRASFORMAZIONE MENTALITA' NELL'AREA GESTIONE RECLAMI ATTRAVERSO I PRINCIPI DEL PENSIERO SNELLO. Oltre ad essere la mia Tesi di Laurea Magistrale, il presente documento è stato redatto con l’obiettivo di esprimere le mie idee e proposte, dopo un primo e ricchissimo anno di collaborazione con Dometic Italy Marine. I tre principali rami del mio percorso formativo (Ingegneria Meccanica, Automazione Industriale e Gestionale) si sono riuniti in un ruolo agente in un ambiente dinamico e molto esigente, come quello della produzione di yacht di lusso. Alcune nuove direttive arrivate dalla casa madre, con l’obiettivo di portare un cambio di mentalità attraverso i principi di Lean Manufacturing, sono diventate l’occasione per presentare alcuni diversi approcci riguardando i reparti di Assistenza Clienti e Qualità, nonché migliorare le comunicazioni interaziendali. Con questo obiettivo, ho creato diversi moduli e documenti da condividere internamente oppure con i vari clienti, nonché alcuni casi studio con l’intento di invitare all’adozione di pratiche di Systematic Problem Solving e Root Cause Analysis nonché instaurare delle considerazioni riguardo l’Employer Branding. Infine, l’obiettivo di questa Tesi è quello di promuovere un approccio olistico in ogni occasione; non fermarsi semplicemente alla risoluzione di un problema ma assicurarsi che tutti abbiano capito che cosa l’ha provocato, come è stato affrontato e quali azioni eviteranno il suo ripetersi in futuro, avente sempre in mente che “Le persone non sbagliano, sono i processi ad essere sbagliati” [cit.: The Toyota production system]
MINDSET TRANSFORMATION IN THE CLAIMS MANAGEMENT AREA THROUGH ADOPTION OF LEAN THINKING PRINCIPLES
STYLIANOU, MARIOS
2019/2020
Abstract
Besides being my Master's Thesis, this document was written with the aim of expressing my ideas and proposals, after a very rich first year of collaboration with Dometic Italy Marine. The three most important branches of my educational background (Mechanical, Industrial Automation and Management Engineering) were mixed in a role acting in a dynamic and very demanding environment, such as the luxury yacht production area. Some new directives imposed by Dometic’s Headquarters aiming to bring a mindset change through the application of Lean Manufacturing principles, became the opportunity for presenting a different approach concerning Customer Support and Quality departments, as well as for improving the internal communications. For achieving it, I created different documents and modules, to be shared internally and/or with the customers, as well as some study cases documents as an invitation to Systematic Problem Solving practices, Root Cause Analysis approaches and even Employer Branding considerations. Finally the goal of this Master’s Thesis is to promote a holistic approach at any occasion; do not just solve a problem but be sure that everyone understood what created it, how was faced and with witch actions will not be repeated in the future, having always in mind that “People don't fail, processes do”. [cit.: The Toyota production system]È consentito all'utente scaricare e condividere i documenti disponibili a testo pieno in UNITESI UNIPV nel rispetto della licenza Creative Commons del tipo CC BY NC ND.
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https://hdl.handle.net/20.500.14239/11671