Culture Specific Improved Factory Acceptance Testing Model

Abstract

This thesis focuses on the improvement of the customer witnessed factory acceptance testing model in the case company. The customers of the case company are from a number of different countries world-wide. The business challenge of this study is that although the currently used model has generated positive feedback from the wide spectrum of international customers, there has been some negative feedback also. In some cases, cultural expectations have not been met with the current universally harmonized customer witnessed factory acceptance testing model. To address this challenge, the objective of this thesis is to create an improved culture specific customer witnessed factory testing acceptance model and implementation plan for the case company.

This study is carried out by examining and evaluating the current state of the used model as well as the background processes in the case company. The challenges identified in the current process are compared against the existing knowledge found from relevant literature. Combining the results of the Current State Analysis and literature research is then used to create an initial proposal, which is fine tuned and modified for a finalized proposal. Based on the validation of the finalized proposal an implementation plan is suggested.

The thesis uses qualitative methods for gathering information from various sources. The main sources are case company internal databases and stakeholder interviews.

The outcome of the Thesis is a practical number of culture specific improved guidelines for customer interaction in the factory. The guidelines are integrated to the current factory acceptance testing model.

This will improve the culturally distanced customer experience of the case company’s performance. Improved mindfulness of cultural expectations will reduce unexpected factory acceptance testing delays through proactive action. Eventually, the improvements will manifest as an increased NSP score.