Různé přístupy k analýze procesu za účelem jeho zefektivnění

Abstract

The Master thesis is concerned with the resolutions of customer warranty claims, specifically the creation of 8D report. In the introduction of the thesis I present the company in collaboration and its analysis of the matter. The aim of the thesis is to apply three assigned tools (SIPOC, flowchart and cross-functional flowchart) in order to survey the process of warranty claim resolutions, i. e. the 8D report creation and evaluation of its propriety in the matter. Consequently, the thesis proposes other useful tools (timeline, Gantt chart and critical path method) and their assessment. In conclusion, the most appropriate tool is chosen. All the tools were applied for the resolutions of two specific warranty claims.