Nastavení reklamačního procesu v konkrétní společnosti v kontextu Průmyslu 4.0

Abstract

The main objective of the thesis is to set up and successfully implement the complaint process in a specific company in the conditions of Industry 4.0. The first part of the thesis deals with the theoretical background of the problem, including information about the costs of poor quality and methods and tools used in solving problems. Then the thesis deals with the analysis of the existing complaint management system in a specific company and then the proposal of possible solutions that would cover the company's requirements for a new complaint management system. In the practical part, a new complaint handling process is then proposed and described. The implemented process is then tested for six months for functionality and reliability. The thesis concludes with an evaluation of the data collected from the complaint cases and then sets out the recommendations arising from the practical part.