The thesis has been performed at Volvo Car Customer Service in Gothenburg, Sweden. The output from the study will support Volvo to secure the Just-In-Time delivery of referrals for the after-market. The scope was limited to referrals from pre-planned orders, which occurs when there is no availability in the distribution centre where the orders were placed.

Volvo's main warehouse in Europe is the Central Distribution Centre, which process referrals. The warehouse had an ongoing organisational change during this study. The concern was that the change would not lead to optimal conditions for processing referrals for different markets. It was therefore important to preserve the market knowledge in order to maintain a reliable referral service.

A qualitative study was used and the information was gathered primarily through semi-structured interviews. Literature was studied both initially and continuously through the study. Analyse of the literature, current situation and data collection generated ideas for possible ways of securing the referral process and improvements. Benchmarking and Workshop was also performed in order to obtain further ideas.

The result of this study was an information material containing information about all concerned markets, overview of referral flow and information regarding how the Central Distribution Centre needs to print referrals. The proposals suggested for future work were explained in long- and short-term. The short-term suggestions include use of the developed material in order to preserve the knowledge along with providing correct working conditions. For long-term suggestions focus has been on how to reduce or remove the printing problem. For future work Volvo Car Customer Service should consider these proposals in order to secure and improve the referral service.