Analýza příčin reklamací se zaměřením na opakované reklamace

Abstract

The aim of the thesis is to design and apply measures leading to reduce a number of reclamation together with the prevention from not happening again. The theoretical part describes general principles for resolving complaints and requirements of the industry standards of VDA. This section contains a brief description of the analyzed company. The practical part is devoted to a brief description of the production, the control of nonconformity analysis and complaints procedure. In following parts the measures are designed and implemented to prevent the repeated complaints and reclamation. The conclusion focuses on the analysis of the state after implementation of proposed measures followed by additional recommendations.