Zlepšení kvality služeb v metrologické firmě

Abstract

The main goal of this thesis is to identify the problem areas of provided services by calibration laboratory and find priorities for their improvement. The partial goal is to analyze existing problems and suggest their solution. The theoretical section deals with the bases of quality of service regarding to metrology. The following part presents basic information about the company. The practical section deals with the evaluation of service quality metrology company. This includes specific procedures of the satisfaction measurement, which builds on the theoretical basis of the work. The results are summarized in the list of proposals, from which comes with specific recommendations for problematic areas from that emerged from the research as the result of the research. At the end the author will evaluate results as well as suggest possible improvements in procedures.