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Improving the Quality Registration System (QRS) at Kawneer

Tantawy, Hussein (2025) Improving the Quality Registration System (QRS) at Kawneer.

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Abstract:This thesis addresses inefficiencies in Kawneer’s current Quality Registration System (QRS), which handles approximately eight customer complaints per day. The existing process is fragmented, relying on emails, Excel sheets, and disparate systems for registration, communication, and tracking. This lack of integration results in poor status visibility, duplicated efforts, and delays in complaint resolution, ultimately impacting customer satisfaction and operational efficiency. The research objective was to design an improved QRS that connects complaint-related information and provides clear, real-time visibility of complaint status, aiming to reduce the average complaint process time by 1–3%. To achieve this, Salesforce and HubBase, two software solutions already partially in use at Kawneer, were evaluated as potential workflow management systems (WFMS), capable of streamlining the complaint-handling process. The study combines the Managerial Problem Solving Method (MPSM) framework with Robinson’s (2004) Simulation Study methodology, which guided the development of conceptual models, model coding, validation, and experimentation. Stochastic discrete-event simulations were used to model the current process and the two proposed solutions under realistic variability, enabling systematic comparison of their performance. Key performance indicators included process time, information connectivity, status visibility, and operational cost. The results demonstrate that both Salesforce and HubBase outperform the current QRS, with Salesforce delivering the largest improvements in efficiency and cost-effectiveness. An implementation plan for Salesforce is proposed, including mid- and long-term actions. This research demonstrates how workflow management systems (WFMS), evaluated through structured simulation studies, can enhance workflow transparency, reduce resolution times, and improve customer service in complaint management processes.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Industrial Engineering and Management BSc (56994)
Link to this item:https://purl.utwente.nl/essays/107926
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