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Services & Products within the Resource Industry – A Question of Customer Value
Uppsala University, Humanistisk-samhällsvetenskapliga vetenskapsområdet, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Humanistisk-samhällsvetenskapliga vetenskapsområdet, Faculty of Social Sciences, Department of Business Studies.
2007 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Introduction: SMC (Sandvik Mining and Construction), a business area in Sandvik AB, has organized itself around four customer segments in the mining and civil engineering industry. Previously, the mining branch of SMC has only been oriented towards businesses that exist in an operating mine, or are in the process of developing one. No attention has been paid towards the segment in the market that comes before a mine is opened. SMC has recently acquired three companies to form a nucleus to target this fifth segment. SMC is interested in designing a complete solution to the customer’s needs and thus create customer value in it. However to do this, they must first establish what the customer’s needs are and what a solution could look like in an example region.

Task & Purpose: The task of this thesis is to investigate what products and services are demanded throughout the value chain. It is also its task to define if there are any value building factors. The purpose of the thesis is to serve as an aid in decision making for SMC management when developing the segment.

Theoretical Connections & Method: This task is based upon theories and arguments for how a business can gain advantage by creating customer value and offering needs based solutions. It’s designed upon a qualitative method in the form of an intimate field study with key stakeholders in the example region. The reason for choosing this method was to get both a trustworthy and accurate picture of the market.

Field Study Observations, Analysis & Conclusion: The thesis has defined what products and services are demanded in the fifth segment. The analysis has been formed upon the example region. It judged that there is a substantial need for value building improvement. The reason for this lies in that the market has not developed itself due to the lack of a strong and complete solution provider. The market is now forced to remedy this because it is going through several change processes. These changes will force stakeholders in the near future to either become more competitive through value building factors or to go out of business.

Place, publisher, year, edition, pages
Uppsala: Företagsekonomiska institutionen , 2007. , 61 p.
Keyword [en]
Customer value, value chain, products and services, business to business, customer needs and complete solution.
National Category
Economics and Business
URN: urn:nbn:se:uu:diva-7954OAI: oai:DiVA.org:uu-7954DiVA: diva2:131442
2007-01-12, , Ekonomikum, 09:00
Available from: 2007-05-11 Created: 2007-05-11

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