Analýza reklamací konkrétních značek mobilních telefonů z pohledu ochrany spotřebitele

Abstract

RESUMÉ Consumer protection is considered as a very discussed topic nowadays. Actual complaints, which are one of the main themes of my dissertation, are closely bound up with consumer protection. The aim of my dissertation is to analyze the most occurred defect at every single cell phone brand, properly explicate outcomes and propose to the manufacturer and consumer appropriate solutions. The theoretical part of my dissertation pays an attention on the characteristics of company and current legislation of consumer protection. Pareto analysis of frequency and cost is applied in the practical part, on which basis is shown an analysis of complaints on specific brands of mobile phones. At the end is created a cause and effect diagram based on the most frequent defect. On the basis of the resulting analysis and methods are set out specific proposals and recommendations for both producers and consumers. These proposals and recommendations should have help to reduce the number of complaints.