Prokon is a production consultant firm that operates in the manufacturing industry and strive to increase their client’s profits primarily through primarily work sampling. The consultant firm has a wide customer basis, which requires Prokon to work according to a generalizable model, applicable to all of their clients. Prokon work continuously with improving its firm and with that in mind they are interested in increasing their customer satisfaction.

The purpose of the report is to analyze the customer needs, by looking at it from a production and manufacturing perspective, of what Prokon actually delivers. By doing so a stable foundation will emerge to improve internal quality work at Prokon. The report uses the company NIBE as its case study object. Interviews, study visits and general observations has been used to analyze the customer needs.

The interviews are based on the GAP Model, which is used to find potential misinterpretations between Prokon and the case study object NIBE. Observations was performed on the work sampling techniques/methods, in order to find knowledge about the possibilities of integrating any implementation to the methods. One of the potential implementations which is brought up in this report is the PPA method, which is analyzed in order to see if it can be integrated into Prokon’s work sampling technique.

A couple of items are brought up in the analysis of the rapport, who concerns flaws between Prokon and NIBE as partners, but also internal flaws at Prokon. The analysis can then be linked with previously documented theories to strengthen the items/theses which occurred in the analysis.

Four suggestions of improvement arises from the analysis, who are meant to increase Prokon’s customer satisfaction and their internal working methods. Two of which concerns Prokon’s work sampling techniques, another one Prokon’s follow-up and the last one is about Prokon’s ability to customize their offer.