Merjenje zadovoljstva internih kupcev

diplomsko delo univerzitetnega študija Organizacija in management informacijskih sistemov

Nenad Kerin (Author), Goran Vukovič (Mentor), Alenka Baggia (Co-mentor)

Abstract

Diplomsko delo je postavljeno v kontekst velikega proizvodnega podjetja, v katerem se skozi daljše časovno obdobje srečujejo z nezadovoljstvom internih kupcev s storitvami Oddelka nabave. Namen diplomske naloge je izvesti raziskavo, ugotoviti razloge nezadovoljstva uporabnikov storitev in izdelati predlog preventivnih in korektivnih aktivnosti za odpravo nezadovoljstva. Z namenom, da bi izboljšali komunikacijo in učinkovitost reševanja nastalih problemov ter zagotovili celovit pregled nad izraženo problematiko s strani uporabnikov storitev, smo predlagali uvedbo internega CRM – Custumer Relationship Management sistema. Merjenje zadovoljstva uporabnikov storitev je bilo izvedeno s pomočjo e-ankete. Rezultati ankete so nam omogočili, da smo pridobili globlji vpogled v nezadovoljstvo uporabnikov storitev Oddelka nabave. Izdelali smo plan preventivnih in korektivnih aktivnosti, vse z namenom, da izboljšamo zadovoljstvo uporabnikov storitev Oddelka nabave.

Keywords

proizvodno podjetje;nabava;zadovoljstvo internih kupcev;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[N. Kerin]
UDC:	339.138
COBISS:	7733011
Views:	1109
Downloads:	126
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	MEASUREMENT OF INTERNAL CUSTOMER SATISFACTION
Secondary abstract:	The thesis tackles the problem of internal customer dissatisfaction with services at the Purchasing Department in a large manufacturing company. The aim of the thesis was to conduct a survey in order to find out the reasons of service user dissatisfaction and create a plan of preventive and corrective actions to eliminate dissatisfaction. Implementation of internal CRM – Customer Relationship Management system was suggested with the goal of improving communication and problem-solving efficiency while ensuring a comprehensive overview of the problems expressed by the service users. Customer satisfaction was measured with the help of an e-survey. The results provided us with an insight into the customer dissatisfaction at the Purchasing Department. A plan of preventive and corrective actions was created in order to improve customer satisfaction at the Purchasing Department.
Secondary keywords:	manufacturing company;Purchasing Department;internal customer satisfaction;e-survey;CRM;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	40 f.
ID:	9167616