AUTHOR
Ahlström, Kristina; Torfve, Caroline

DATE
2004-06-08

DEPARTMENT
Business Administration and Social Sciences / Industrial marketing and e-commerce

SUMMARY
The aim of this thesis is to gain a deeper understanding of how teamwork is used within a company to create customer focus. In order to fulfill this purpose the research explores, describes and tries to explain the composition of a team in a company, how to sustain the function of teamwork, the definition of costumer focus and finally how the objective of customer focus is introduced in a company’s teamwork. A case study of a selling company in the industrial market, Isolamin AB, is performed. The aspects of team, teamwork and customer focus are being studied in depth. The case study demonstrate a new type of team set up between Isolamin AB as a supplier and one of their largest customer Pharmadule Emtunga AB. There are differences compared to theory regarding how to sustain teamwork, the mutual objective seems to be the most important factor and the glue that keeps this team together. Customer focused is defined as knowing who the customers are, what matters to them as well as meeting the customers’ needs. The customer is considered to be a long term partner and customer focus is brought into the teamwork by means of the five change agents.

ISSN 1404-5508 / ISRN LTU-SHU-EX--04/165--SE / NR 2004:165