Interna Relationer : En fallstudie av interna relationer mellan Electrolux Service och Centrala bygg

by Andersson, Mikaela; Hodzic, Sasa

Large organizations and companies often divide into departments and divisions to make the organization more easily accessible and perspicuous. These departments and divisions cooperate with each other, and it is this cooperation between them that result into an internal relationship. Several theories plead the importance of managing these internal relationships, and its impact on the external customer’s quality experience. According to the theories it’s vital for the organization to provide support to those departments who are nearest to the customer. The purpose with this essay is to find out how it works at a large international company such as Electrolux. How does the cooperation between two departments work if they are interdependent. How do they solve problems that can occur and how do they guarantee that the feedback approach those who are involved in the process? How does this impact the integrated area towards the customer? Many of the theories advocate that companies who are involved with services must be integrated as one unit. The examination is a case study, and it has been done both in a form of an interview and a field observation at Electrolux main office in Stockholm. Thanks to the vicinity to our case study, we have been able to get a good view of the departments in the organisation which has been favourable for the examination. The examination is designed in the way that it first starts with a description of those departments who are relevant, followed by the theories that we have chosen. These theories ties up with the empirical data that has emerged and are followed by an analysis. At the end there is our own discussion that contains our thoughts, and a few proposals for improvements.