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Optimization of Customer Service with Respect to Profitability and Customer Satisfaction: Case study of Hilti
Jindrák, Jiří ; Karlíček, Miroslav (advisor) ; Radil, Jan (referee)
The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republic and its after-market service. The theoretical part reviews the general academic literature connected with the topic. The practical part focuses on the company Hilti AG - a global premium provider of building construction tools and consumables in B2B segment, and examines especially its after-market service department. The first section of the practical part analyses the outcomes of the qualitative expert in-depth interviews with managers across different business units and departments and with real customers. The second part of the practical part proposes concrete steps that will lead to an increase of profitability and customer satisfaction.
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Hilti, Ltd. - Company valuation
Vaněk, Jakub ; Drozen, František (advisor) ; Šípek, Ladislav (referee)
The aim of this thesis is to determine the value of the company Hilti, Ltd. and carry out its valuation for a potential investor. The resulting's valuation is designed for the broadest investment community. The thesis consists of two parts, theoretical and practical. The theoretical part acquaint the reader with the basic theoretical framework for valuation and the basic concepts and it is explained to select the method of discounting free cash flow for the owners and creditors as of the methods for the valuation. The practical part is, after a brief presentation given to strategic analysis, financial analysis and the establishment of a financial plan. The financial plan was drawn up for the period 2007-2010. Essential pillar for the valuation is the determination of discount rates. That is taken in detail in the next step, and we set it using a weighted average cost of capital. The cost of equity, we have identified using the CAPM. Followed by the actual valuation and the final statement of the value of the company Hilti, Ltd.
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