Analýza účinnosti 8D reportu jako nástroje pro řízení reklamací

Abstract

The aim of this Bachelor thesis is to clarify the issues that we deal with our customers, especially when dealing with complaints. This work describes the complaint handling process using the 8D Report tool. The work focuses on the process of solving customer complaints in a company supplying products to the automotive industry. Describes the current state of the 8D Report in the company, the most common root causes of problems, and suggests where corrective actions are needed. It proposes the application of selected quality tools to identify the root causes and determine the location of the problem.