Analýza procesu interní komunikace při řešení reklamací

Abstract

The aim of this bachelor thesis is to analyse the weak points of internal communication in the complaint procedure in the automotive company. The introduction of this thesis is a theoretical analysis of the methods used in dealing with complaints. The practical part deals the current state of internal communication. Furthermore, the weaknesses of internal communication and possible improvements are discussed. The thesis contains a questionnaire for finding weaknesses of internal communication. Finally, it focuses on evaluating the whole work and appropriate measures are recommended to ensure better internal communication.