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Customer value in leak detection of blow-fill-seal products
University West, Department of Engineering Science, Division of Industrial Engineering and Management, Electrical- and Mechanical Engineering.
University West, Department of Engineering Science, Division of Industrial Engineering and Management, Electrical- and Mechanical Engineering.
2021 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This bachelor's thesis is conducted at University West in Trollhättan, Sweden. The purpose of the study is to explore the customer value in using automated leak detection for blow-fill-seal products so that suppliers of such equipment can design a value proposition that supports the users' process of value-creation.

The theoretical framework of this study has its foundation in the service logic perspective of value and the value proposition canvas. A simple combined model of the two theories has been developed to answer our research questions of what creates value for the user of automated leak detection for blow-fill-seal products and how suppliers of automated leak testing solutions can support the customers' process of value creation. The customers' value creating activities are their jobs and gains they want to achieve. The suppliers' activities to potentially co-create value is eliminating customers' pains and support them in achieving gains. Data collection has been performed through semi-structured interviews with manufacturers and suppliers in the blow-fill-seal industry.

The empirical findings show that there are different technologies for leak testing sterile plastic containers. Regardless of which technology is used, the primary purpose and the value-creating activities of leak-testing is to ensure a sterile product to the end-user and comply with regulations, guidelines, and end-user demands. They also show that properly functioning equipment can be used to validate the manufacturing for improvement and prevent continuous production of damaged products. The relationship between suppliers and manufacturers proves to be of great value for both parties, as the manufacturers especially value the supply of spare parts, technical service, and high supplier presence. Some of the identified customer pains are verifying the size of the leaking hole, complex solutions, failures in machinery, poor product handling, and issues with facility space.

The essence of marketing in the blow-fill-seal industry with automated leak detection is understanding complex customer processes and interpreting each customer's specific needs to facilitate their value-creating activities and co-create value. Co-creation of value in a collaborative process appears to be possible if suppliers can establish long-term relationships with a high presence to support their customers. In addition, the suppliers can develop devices for hole-size verification along with the users, aim for simplicity to flatten the learning curve, reduce the risk of breakdowns, and develop solutions for visual inspection integrated with leak testing.

Place, publisher, year, edition, pages
2021. , p. 30
Keywords [en]
Customer value, industries
National Category
Mechanical Engineering
Identifiers
URN: urn:nbn:se:hv:diva-16671Local ID: EXM503OAI: oai:DiVA.org:hv-16671DiVA, id: diva2:1580232
Subject / course
Mechanical engineering
Educational program
Industriell ekonomi
Supervisors
Examiners
Available from: 2021-07-21 Created: 2021-07-13 Last updated: 2021-07-21Bibliographically approved

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