Analýza reklamací s důrazem na ekonomická vyhodnocení

Abstract

Claimed products and goods are main problem for every company which shall be seriously considered and analysed in detail. The optimal result is the situation when internal processes are set to effectively prevent re-occurrence of identical or similar nonconformity. The negative side of all claims are the economic impacts to the company, which in such cases, affecting the overall financial figures and often decide about company’s survivance. The thesis is focused on the evaluation of suppliers´ complaints and their impact on the economic indicators of the company in 2010. The aim was to analyse the current situation, identify weakness and propose some improvement actions. Within the scope have been analysed data related to complaints and by using Pareto analysis main contributors who caused the most reports of disagreements and also the highest additional costs. Cost analysis shows there is not an exact methodology for accounting of additional cost white collar workers. In conclusion is proposed methodology for calculating these costs and changes in contractual arrangements with suppliers.