Zhodnocení procesů a spokojenosti zákazníků v podniku poskytujícím služby facility managementu

Abstract

This thesis brings a comprehensive overview of the issue of facility management as an effective tool for streamlining the performance of the core business. The first part of the thesis summarizes the issue of facility management in connection with the earmarking of supporting processes for outsourcing. Next part of the theoretical section deals with the method of measuring customer satisfaction through a questionnaire survey. In the practical part, the theoretical background is applied to a particular enterprise that provides facility management services. The business activities, customers and internal processes of the enterprise are introduced in this part. The analytical part deals with the business processes of obtaining the orders, purchasing, evaluating and selecting suppliers and the measurment of the customer satisfaction. The measurment of the customer satisfaction is implemented by the questionnaire survey and evaluated by the method of customer window quadrant. Results of the analyzes are summarized at the end of the practical part as proposals and recommendations for improvement for a better business activity of the company.