Analýza interního systému řešení reklamací v organizaci automobilového průmyslu

Abstract

The aim of this bachelor thesis is to analyze the current system of solving complaints in the company from field of automotive industry, defining weak points and subsequently defining proposals for improvement. The first part of the thesis deals with the analysis of current knowledge of complaint handling as introduction of individual quality management systems, the management of non-conforming outputs, the definition of terms related to claims and the description of individual quality tools dealing with customer complaints. The second part of the thesis is the presentation of the organization and its internal system for solving customer complaints. The complaint handling system is in the form of an application, that is used by all organizations, which are part of concern. Based on the analysis, weaknesses in this application were defined and suggestions for improvement were subsequently proposed.