Improving the end-to-end process flow of the repair service at Thales Naval Netherlands

Right now, the focus of Thales Naval Netherlands (TNNL) is to maintain its status by obtaining a high-quality standard on service parts and repairs. However, the customer satisfaction of the end-to-end process flow of the repair service is low. The repair process starts with the customer who notices a defect in one of their parts from TNNL. At the end of the process, this defect should be repaired and the customer should be satisfied. But in some cases, it takes up to three years to complete this process and this results a negative customer experience. TNNL would like to improve this end-to-end process flow of the repair service in order to be more reliable for their customers. After all, the repair service is a process to maintain a good customer relationship. The following research question is formulated for this research: 'How can TNNL improve the customer satisfaction by intervening the end-to-end process flow of the repair service at TNNL?'