Analýza reklamačního řízení vybrané společnosti

Abstract

The objective of the diploma thesis is to find out whether the specific company doesn’t violate competent legal regulations in the complaining process based on the legal analysis, and on the basis of the statistical analysis and specific quality management tools to find out what are the most often species of the complaining products and suggest possible recommendations for the reduction of the number of received complaints. In the theoretical part the issue of consumer protection as for the historical, legal and institutional aspect is described. In the practical part the issue of the complaints and the complaining process of the specific company is analyzed. The legal analysis is aimed at the complaints rules of the company, the progress of the complaining process and the solution of the specific complaints case. The statistical analysis is focused on the real data dealing with complaints and their frequency. By usage of selected tools of the quality management the most frequent species of complaints and possible causes of its origin are found out. The diploma thesis serves as the basis for consumers, who are provided with information about the issue of the complaints, and also for start-up businesses, which are provided with orientation in the field of the consumer protection and the complaining process.