Analýza a návrh systému CRM v průmyslové prádelně

Abstract

The topic of the thesis is the design and processing of the CRM system in the industrial laundry. The first part of the thesis explains the theoretical background related to CRM. Also, the individual methods that will be needed for analyzing and processing CRM are explained, such as multi-criteria analysis, QFD matrix or ABC analysis. In the practical part, the individual methods are used for the division of laundry customers into groups according to their importance for the company. Subsequently, the QFD matrix was elaborated, which was then used to determine customer requirements for provided services. Part of the QFD matrix was also the determination of individual steps in the business process and their relationship to customer requirements. At the same time, the technical demands of the individual steps of the process were evaluated. Based on these data, it was possible to create process designs for individual customer segments that are shown in flowcharts in the appendices. Finally, a comprehensive system was developed that automatically processes data and divides customers into current segments.