Zlepšení kvality zákaznického servisu prostřednictvím logistiky ve výrobním podniku

Abstract

This diploma thesis focuses on improving the quality of customer service through the optimization of logistics processes in the manufacturing company TechContain s.r.o. The main goal was to analyze current issues in production, logistics, IT systems, and employee organization, and to propose practical measures aimed at enhancing the customer experience. The practical part applied tools such as SWOT analysis, process modeling (BPMN), key performance indicators (KPI), and an employee questionnaire. The proposed solutions include the implementation of a TMS system, predictive production planning, digital maintenance management, improved cooperation with carriers, and systematic employee development. The result is a set of measures that are both technically and economically feasible and can significantly improve the level of customer service and the company’s competitiveness.