Analýza postupů při řešení zákaznických reklamací

Abstract

The aim of this Bachelor’s thesis is to show the importance of the attitudes which we assume towards customers, mainly while dealing with their claims and complaints. The thesis describes the complaint solving process using 8D method and compares it with Quality Journal principles. It is focusing on problem solving methods in an automotive company, explains expressions such as „0km claim”, and „field claim”. The thesis recounts the current situation in the company, the most frequent causes of the complaints and recommends which and where corrective actions should be implemented primarily. In more details, it´s treating of warranty claims analysis. It suggests applications of some analytic tools for data elaboration, the root cause and the causer identification. It points out the necessity of open communication, both intern in the company and extern with customers. Also, the impact of customer complaints on economics, production processes and management is mentioned.