Analýza a návrh zlepšení procesu reklamací.

Abstract

This thesis is focused on an identification of process steps and procedures described in the complaint solving process, with an emphasis on finding and implementing of certain improvements. The intention is to introduce lean administration, effective communication, collection of data necessary for the evaluation of the performance of internal processes and components´ suppliers as well. By influence of taken improvement and standardization this may have increase the satisfaction of internal and external customers, eliminating needless activities within the organization, higher focus on preventing errors and creating partnerships with suppliers. In the first part there are described the principles, approaches, methods and tools used in the practical part including a short introduction of the company where diploma thesis elaborated. The practical part of the thesis describes the project approach to address the task, assesses current performance in selected areas, identifies weaknesses, introduces improvements including verification of their effectiveness and calculates the overall economic benefit.