diplomsko delo univerzitetnega študija Organizacija in management delovnih sistemov
Povzetek
Namen diplomskega dela je raziskati možnosti izboljšanja kakovosti servisne storitve v podjetju Prochrom-Comp, d. o. o., in na podlagi spoznanj pripraviti iztočnice za potrebne spremembe. V podjetju se poleg prodaje ukvarjajo tudi s servisno storitvijo. Dosedanje delo v podjetju poteka večinoma na bazi programske opreme Microsoft Office, kar pa v današnjih časih in v današnjem delovnem tempu ne zadostuje več. Predstavili bomo prednosti uporabe sistema upravljanja odnosov s strankami, saj v tem vidimo priložnost za konkurenčno prednost na trgu.
V podjetju se zaenkrat še niso ukvarjali z možnostjo vpeljave standardov, zato bomo v diplomskem delu predstavili tudi glavne standarde ISO, za katere smatramo, da bi jim koristili v želji po izboljšanju kakovosti storitev.
Prikazali bomo osnove za razumevanje, kateri dejavniki vse vplivajo na kakovost storitve ter kako lahko le-te merimo. Ker v podjetju še niso analizirali kakovosti svojih storitev, smo v diplomskem delu prikazali naslednje modele merjenja kakovosti: model vrzeli, model SERVQUAL in model vzajemnega odnosa med izvajalcem in porabnikom. V podjetju se torej srečujejo tudi z uveljavljanjem popravil v garancijskem roku, zato smo predstavili zahteve in določila zakona o varstvu potrošnikov.
Prochrom-Comp, d. o. o., nima zapisanih ter določenih poslovnih procesov, zato smo opisali proces servisne storitve, v zaključku pa smo podali predloge sprememb in izboljšav. Skupaj bomo sestavili anketni vprašalnik po sistemu SERVQUAL, ki bo v nadaljevanju omogočal izboljšati določene vrzeli, ki v podjetju sigurno obstajajo.
Ključne besede
kakovost storitev;izboljšanje kakovosti;merjenje kakovosti;
Podatki
Jezik: |
Slovenski jezik |
Leto izida: |
2016 |
Tipologija: |
2.11 - Diplomsko delo |
Organizacija: |
UM FOV - Fakulteta za organizacijske vede |
Založnik: |
[A. Fabjan] |
UDK: |
005.336.3 |
COBISS: |
7839251
|
Št. ogledov: |
935 |
Št. prenosov: |
106 |
Ocena: |
0 (0 glasov) |
Metapodatki: |
|
Ostali podatki
Sekundarni jezik: |
Angleški jezik |
Sekundarni naslov: |
QUALITY IMPROVEMENT OF AFTER-SALES SERVICE IN THE COMPANY PROCHROM-COMP D.O.O. |
Sekundarni povzetek: |
The purpose of this thesis is to explore the options of improvement of the after sale services in company Prochrom-comp d.o.o. and then prepare starting points to make those improvements.
The company Prochrom-comp d.o.o. is engaged in sales and in after sale services. So far the work in the company is based on MS Office software, which is not enough for today's working tempo. We will introduce advantages of using a system of customer relationship management, because we see the opportunity for competitive advantage in the market in it.
So far nobody in the company got involved with the idea of establishing the standards, which is why this is also one of the thesis's topics.
We will show the basis for understanding all the factors affecting the quality of services and the basics of how they can be measured. Because the company hasn't analyze the quality of its service jet, our thesis is explaining the following models of quality measurement: ''model of gaps'', ''SERVQUAL model'' and ''model of reciprocal relationship between the provider and the consumer''.
As we have mentioned, the company is also involved with repairs under warranty and that is why the thesis also talks about The Consumer Protection Act.
The company Prochrom-comp d.o.o. has not defined and described its business processes jet, which is why the thesis is talking about the process of after sale services and also is giving some proposals of changes and improvements in the end.
Questionnaire composed according to the system SERVQUAL is also a part of this thesis. Its purpose is to improve certain gaps in the company. |
Sekundarne ključne besede: |
Quality of services;Improvement of quality;Quality measurement;ISO standard; |
URN: |
URN:SI:UM: |
Vrsta dela (COBISS): |
Diplomsko delo |
Komentar na gradivo: |
Univ. v Mariboru, Fak. za organizacijske vede |
Strani: |
48 f. |
ID: |
9167048 |