Zlepšení systému hodnocení spokojenosti zákazníků u dodavatele pro automobilový průmysl

Abstract

Thesis „Improvement of the Customer Satisfaction Assessment System at a supplier for the automotive industry“ is focused on designing and unifying the Customer Satisfaction Assessment System at MGL s.r.o. Based on these results, an appropriate proposal will be recommended to improve this rating system. The first part of the thesis is focused on the theoretical knowledge about the issues of the customer himself, communication and relationship management. Furthermore, this part focuses on the quality management system, customer satisfaction and loyalty. Methods of measuring customer satisfaction are described in more details. The following practical part deals with the basic characteristics of MGL s.r.o. and the analysis of the current status of customer satisfaction assessment system. It also includes a proposal to improve the system of evaluation and application of these proposed procedures. In the end, the company is presented with recommendations for the future.