Merjenje in analiza zadovoljstva odjemalcev

diplomsko delo

Srečko Steblovnik (Author), Bojan Ačko (Mentor)

Abstract

Diplomska naloga predstavlja pregled zahtev glede merjenja in analize zadovoljstva odjemalcev v skladu s standardom ISO 9001 ter načine zbiranja in analize informacij o zadovoljstvu v podjetju in pri odjemalcih. Izveden je pregled obstoječega stanja s področja meritev in analize zadovoljstva odjemalcev v podjetju Sistemska Tehnika d.o.o. Podjetje izvaja meritve in analizo z uporabo notranjih in zunanjih informacij o zadovoljstvu, zato sem izvedel pregled uporabljenih postopkov in metod. Na osnovi analize obstoječega stanja so podani predlogi in usmeritve za prihodnje delo na področju merjenja in analize zadovoljstva odjemalcev.

Keywords

kakovost;zadovoljstvo odjemalcev;proizvodnja;reklamacije;diplomske naloge;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FS - Faculty of Mechanical Engineering
Publisher:	[S. Steblovnik]
UDC:	005.346:658.51(043.2)
COBISS:	19731990
Views:	1401
Downloads:	142
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Measurement and analysis of customer satisfaction
Secondary abstract:	The work presents overview of requests regarding measurement and analysis of customer satisfaction in accordance with standard ISO 9001, as well as ways in which the information about satisfaction are collected in the company and with the customer and later analysed. Review of existing status in the field of measurement and analysis of customer satisfaction has been made in the company Sistemska Tehnika Ltd. The company implements measurement and analysis by using internal and external information about satisfaction. An overview of used procedures and methods has been made as well. Based on analysis of existing status, new proposals and guidelines for future work in the field of measurement and analysis of customer satisfaction have been made.
Secondary keywords:	quality;costumer satisfaction;production;complaints;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za strojništvo
Pages:	X, 57 f.
ID:	9140526