Analýza reklamací v podmínkách výrobce automobilů

Abstract

The content of this bachelor’s thesis is the complaints analysis in the company, which manufactures trucks. The first part of this bachelor’s thesis is devoted to the analysis of complaints and problems which were analyzed in the current state of the complaints handling in company. Causes of complaints were analyzed in the practical part. The analysis was divided into three parts. In the first part were analyzed the total costs of complaints in accordance with the culprits. In the second part was made the analysis of complaints by frequency and costs due to various structural groups of trucks, which were further separated into specific parts. The last part of the analysis was devoted to number of complaints analysis in dependence on the number of mileage. Subsequently for reduction of the number of complaints were proposed corrective actions.