Atributos para embalagens de peças de reposição: uma abordagem Kano

Abstract

Spare parts availability is a crucial issue for automotive after sales and customer service. Every spare part, from a single bolt to a door is individually packed, and that packaging must do more than simply wrap the product. The aim of this dissertation was to identify spare parts packaging attributes, and thereafter, determine key primary packaging attributes from the perspective of an automotive manufacturer in Brazil. This was done by reviewing the literature for packaging attributes, ranking the attributes with specialists, and surveying customers representatives using a Kano approach. Additionally interviews with the Packaging Development Specialist deepen the discussion on the results. This research recommends prioritizing and fulfilling all Must-be quality attributes in spare parts primary packaging: ‘Protection & preservation’, ‘Facilitates handling and distribution’, ‘Fits in storage spaces’, ‘Easy to recycle and dispose’, ‘Leakage proof’, and ‘Hygienic & safety’. Additionally, packing attributes should be competitive enough in two one-dimensional attributes ‘Stackable’ and ‘Low cost’. Lastly, that attractive category ‘Recycled material use’ and ‘Theft-prevention’ should be given importance in packaging to delight the customers. For the researched company spare parts primary packaging should prioritize protection, distribution efficiency and sustainability. These attributes, residing in the Technical and Function dimensions, serve as basic packaging needs for spare parts. By recommending the key attributes this research contributes to packaging development assertiveness and presents a technical product: a conclusive technical report for spare parts packaging.