Analiza napak na osnovi povratnih informacij in reklamacij

diplomsko delo

Martina Breznik (Author), Bojan Ačko (Mentor), Simona Jevšnik (Co-mentor)

Abstract

Kakovost je skupek značilnosti in značilnih vrednosti nekega izdelka ali storitve glede na njegovo primernost in izpolnjevanje točno določenih in predpostavljenih potreb. Zahteve postavlja seveda kupec oziroma tržišče. Pomemben kapital podjetja je zadovoljen kupec, prav tako pa zagotovilo za uspešno poslovanje v prihodnosti. Le od zadovoljnega kupca je mogoče pričakovati, da bo ostal lojalen podjetju in za naslednji nakup ne bo izbral enega od konkurentov. Problem, ki smo ga v tem diplomskem delu obravnavali so izboljšave procesa na osnovi analize reklamacij v podjetju Razgoršek d.o.o. Kakovost izdelka in storitve je v času vedno večje konkurence ter vedno večjih zahtev in potreb kupcev poleg cene in spoštovanja rokov dobave odločilni dejavnik uspešnosti podjetja. Namen diplomske naloge je prispevati k boljši uporabi informacij iz reklamacij, ki lahko služijo kot orodje za izboljšanje kakovosti izdelka in s tem vplivajo na uspešnost podjetja. V diplomskem delu smo želeli prikazati kako pomembno je prikazovanje kakovosti. Za obvladovanje kakovosti mora imeti podjetje organizirano ustrezno službo za zagotavljanje kakovosti, zato je eden najpomembnejših korakov nakupovalnega procesa pravilna in primerna izbira dobavitelja.

Keywords

tekstilna tehnologija;tekstilni izdelki;kakovost izdelkov;reklamacije;napake;analiza napak;

Data

Language:	Slovenian
Year of publishing:	2009
Source:	Maribor
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FS - Faculty of Mechanical Engineering
Publisher:	[M. Breznik]
UDC:	677.1/.5.019(043.2)
COBISS:	13683478
Views:	2439
Downloads:	182
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Reclamation based fault analysis
Secondary abstract:	Quality is a set of characteristics and characteristic values of a product or service in terms of its relevance and fulfilment of specific needs and assumptions. A requirement of course, puts the purchaser or the market. Significant capital firms satisfied customer, and it is also requirement for a successful business in the future. Only from satisfied customers can be expected loyalty to the company and his next purchase will not be one of the competitors. The problem we discuss in this Thesis deals with the improvement process, based on an analysis of complaints in the company Razgoršek Ltd. Product quality and service at a time of increasing competition and growing demands and needs of customers in addition to the prices in respect of delivery determining factor limits the company's success. The purpose of Thesis is to contribute to a better use of information from complaints, which may serve as a tool to improve the quality of the product and thus affect the performance of the company. In this Thesis we wanted to show how important is quality. For quality control must have a company organized to provide adequate service quality, and it is one of the most important steps in the process of purchasing the correct and appropriate choice of supplier.
Secondary keywords:	textile engineering;textile products;quality;reclamations;fault analysis;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za strojništvo, Tekstilstvo
Pages:	VIII, 54 f.
Keywords (UDC):	applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;various industries;trades and crafts;razne industrije;obrti in rokodelstva;textile industry;tekstilna industrija;bast fibres (fibres from dicotyledon stems);hard fibres (fibres from monocotyledon leaves and fruit);vlakna iz ličja;stebelna vlakna dvokaličnic;trda listna in plodovna vlakna enokaličnic;textile fibres;tekstilna vlakna (vlaknine);
ID:	987829