Analysis of logistics and sales process : A case study of Sika

Abstract: In a market where the customers demand and want reliability, there seems to be no one able to meet these demands fully. It is fairly common that customers leave due to insecurities linked with deliveries. This thesis sets out to identify and discuss the factors related to the ability to provide accurate deliveries and how they relate to the company’s current structure. Due to the lack of organization and structure of the entire sales process, the employees are forced to apply a kind of improvisation, by taking on problems as they arrive without working proactively to prevent these from ever happening again. Through an in-depth study of the company and their delivery rates, with the help of information collected in interviews, an organizational map was created, which enabled a better understanding of how things should be executed. In addition, a state-of-the-art study was conducted and linked to the current situation at Sika to further increase the theoretical knowledge and to corroborate with the changes necessary for the company to avoid unnecessary costs and work. The main findings suggest that Sika must oversee its production processes and how each department handles problems, since the workload is uneven and incorrectly distributed over each department. Sika should also consider alternative transportation methods for deliveries of greater importance. By setting clear boundaries of a department’s obligations and developing standards, in addition to increasing the communication, it will be possible to provide the customer with a satisfactory service and more accurate delivery times.