Hodnocení dosažitelnosti výsledků konkrétního procesu

Abstract

The thesis called Assessment of Results Feasibility of Particular Process was processed in Customer Sevices of Siemens company, plant Frenštát. The goal of this thesis is to evaluate programmes of the company in the domain of services for customers, concretely it is about programmes of deliveries of service products – spare parts and alter parts. For more detailed analysis was choosen the programm called Return for service products in the prices Headquarters. The part of this programm is tendency of the return increase of marketed spare parts and alter parts in changes of rabates provided to individual customers and also in changes of calatogues prices. The first part of thesis describes theoretic point of departure which will be used in solving of preassigned theme – financial and unfinancial goals of the company, their evaluation, the Balanced Scorecard method, theoretical point of departure relating to product – its norms, life cycle and the working life of product, the theory of service engineering, the price engineering and discounting of rabats, sales and Paret´s analyse. The second part describes the characteristics of Siemens company and plant Frenštát, but also the domain of spare parts – their characteristics, delivery dates, the process of treatment of offers and orders for spare parts. The third part of thesis is concentrate on evaluation of programms of the company in the domain of services for customers. There were also effected the analyse in the choosen programm Return for service products in the prices Headquarters – the goal is proposing new values for the optimalization of final prices and the return increase. The point of departure in this analyse is that sold quantity will stay in the same level and for the return increase is used modified prices. Concretely it is about modification of prices of spare parts through the use of changes of rabats and about modification of prices of alter parts by increase of L-price. There are calculated values of return changes and of elemental surplus in every variant solution. The last part includes the method of solution of preassigned theme and it presents conclusions resulted from the performed analyse.