Návrh zlepšenia procesu riadenia reklamácií v strojárskej spoločnosti

Abstract

This bachelor thesis deals with the improvement of the claim process management in a machine company dealing with manipulation of sheet metal and profile. The theoretical part of this thesis is focused on the quality management and its principles, principles of customer service, claims and their resolution, recommendations of the norm ISO 10002:2018 and finally with legislative regulations concerning claims. The practical part deals with the detailed description of claim process management in given organisation, along with an example solution of a concrete customer claim and moreover analyses the most common causes of claim and its duration. The ending of the thesis includes recommendations which could not only cause decrease of the number of claims but also improve their managing process. The attachments are – electronic application form of the claim evidence, and flowchart of the claim process management.