Analýza vzniklých externích vad a návrhy na zlepšení

Abstract

The aim of this master thesis is to identify external defects which are the most frequent ones in terms of complaints in the company Isotra a. s., also to find the cause of their origin and to suggest appropriate steps leading to their elimination.

In the first part of this thesis, there are theoretical pieces of knowledge concerning quality, quality management, external defects and complaints. There is also a description of methods such as Ishikawa's diagram, Pareto analysis and flow chart which are applied in the following part of this dissertation.

In the second part of this thesis there are, at first, information about the company where the thesis was implemented, followed by a description of the current process of complaints, complaints record and their assessment, including proposals for better evidence of the complaints. There is also an analysis of complaints described together with the causes of their inception. This analysis identifies the most common defects and the most frequent causes of their inception. Subsequently, there are suggestions that contribute to the elimination of the effects.