Analýza reklamací s využitím nástrojů řízení jakosti

Abstract

The claim is the complaint of poor product quality, by the customer´s point of view. To reduce the count of claims, it is necessary to analyse the causes of each complaint. This analysis reveals the possible insufficiency in the production, it can prevent from the initiation of the contingent claims, by taking the corrective actions. The aim of the bachelor thesis is to evaluate the claims in years 2008 and 2009. For that, the Pareto analysis has been used to define the „vital minority“ of the non-conformity causes. These causes are described and then a corrective actions are proposed to eliminate some further re-occurrence of the non-conformity. At the end the general recommendation are proposed to minimalize the number of non-conformity thereby to lower the number of claims.