Proces reklamací a stížností v energetickém průmyslu

Abstract

The submitted thesis entitled "Process of claims and complaint in the Energy Industry" deals with the whole process of claims and complaints; it means the receipt of the claim or complaint, processing, solution and conclusion. The work is related to RWE Company. The thesis is also concerned with comparing the number of claims and complaints in 2010 and 2011, explaining how the costs incurred in the process claims, describes what does it mean incorrectly entered claim and what for RWE uses complaint monitoring. Then I suggest courses of action that will help optimize the entire process.