Analýza procesu reklamací ve společnosti TATRA TRUCKS, a.s.

Abstract

The aim of this bachelor thesis is to analyze the complaints process in terms of time in TATRA TRUCKS company and to propose some measures to improve this process. The first part of the thesis focuses on the definition of the theory of processes, process management, and the terms related to complaint management. The next part of the thesis contains the characteristics of the company, its profile and history, organizational structure, main customers and distribution system. The chapter also describes how the quality management system and the complaint procedure system work in the company. The practical part deals with the analysis of the settling complaint process, not including the supplier's parts and analysis of reaction time for complaint and then analysis of the settling complaint process including the supplier's parts. There are also described the causes of long complaint settlement times and proposed improvement measures.