Analiza in reševanje reklamacij v podjetju AJM d.o.o.

diplomsko delo visokošolskega strokovnega študija Organizacija in management delovnih procesov

Goran Grahovac (Author), Matjaž Maletič (Mentor)

Abstract

Kakovost je tiste vrste izraz, ki v podjetjih pomeni največ, saj se ga povezuje z izpolnjevanjem in včasih morda tudi s preseganjem zastavljenega od pričakovanja kupcev. Je nadvse pomemben trženjski dejavnik vsakega naprednega podjetja. Namen diplomskega dela izhaja iz potrebe po nenehnem iskanju potencialov za izboljšanje sistema managementa kakovosti, saj lahko pripelje podjetje AJM do željenih ciljev in zadovoljnih uporabnikov. S tem podjetje ohrani konkurenčnost in prednost v kakovosti ponujenih izdelkov in storitev. V teoretičnem delu diplomskega dela je predstavljen standard ISO 9001:2008, kateremu sledi skozi celotno diplomsko delo opredelitev poslovnika managementa kakovosti v podjetju AJM okna, vrata, senčila d. o. o. in zagotavljanje kakovosti svojih izdelkov. V aplikativnem delu je obravnavana problematika s področja reševanja reklamacij v podjetju, ki se ukvarja z izdelavo stavbnega pohištva. Podrobno je predstavljen način reševanja pritožb in problemov, ki se pogosto pojavljajo. Podani so tudi predlogi in konkretne rešitve za preprečevanje ponavljajočih se reklamacij, kot je strokovno izobraziti serviserja, označevanje vhodnega in porabljenega materiala, popolna zatemnitev prostorov z roletami, ter dodana natančna navodila za prezračevanje prostorov.

Keywords

ISO standard 9001:2008;kakovost;poslovnik kakovosti;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[G. Grahovac]
UDC:	005.336.3
COBISS:	7712787
Views:	1985
Downloads:	287
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	ANALYSIS AND SOLVING THE COMPLAINTS IN THE COMPANY AJM D.O.O.
Secondary abstract:	Quality is a concept that is highly valued in companies, because it is associated with the fulfilment and sometimes even with exceeding of the set of customers' expectations. Quality is extremely important marketing factor of each of the advanced companies. The purpose of this thesis follows the need of the constant search for potentials to improve the quality management system, which can bring the company AJM to the desired objectives and satisfied users. With that the company remains competitive and keeps advantage in the quality of products and services offered. The theoretical part of the thesis is consisted of initial description of ISO 9001:2008, followed by the presentation and explanation of the quality manual of the company AJM okna, vrata, senčila d. o. o. and ensuring of the quality of their products. The applicative part discusses the scope of resolving complaints in the company, which is engaged in the manufacture of joinery. A method for dealing with complaints and problems that often occur is presented in details. Suggestions and concrete solutions for the prevention of recurring complaints are also given, as it is to educate a professional service technician, labelling of input and used materials, complete darkening of places with shutters and added detailed instructions for ventilation.
Secondary keywords:	ISO standard 9001:2008;Quality;Quality rules;Complaint;Appeal;Resolving complaints.;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	51 f.
ID:	9150044