Analýza reklamací v podmínkách automobilového průmyslu

Abstract

Analysis of Claims in the Conditions of Automotive Industry The aim of this thesis is to clarify the issue of claims, evaluation of non-conformity leading to claims and using quality management tools in identifying the causes that cause non-conformity. In theoretical part are introduced basic terms regarding to quality, claims, reasons for claims, how we can prevent claims and tools, which are used for analysis and solving the claims. In practical part were analysed claims in period from 1. 1. 2010 to 31. 12. 2013. This part is aimed on analysis of causes of claims using selected tools for solving problems. These causes are described, and subsequently following recommended precaution to reduce number of non-conformity and then claims.