Zagotavljanje kakovosti in proces reševanja reklamacij v podjetju

Starič, Ksenija (avtor), Demšar, Andrej (mentor)

Namen diplomskega dela je izvesti in ovrednotiti vpeljavo novega načina reševanja reklamacij v podjetju Mizarstvo Florjančič, ki se ukvarja s proizvodnjo lesnih izdelkov oz. lesnega pohištva po meri, tj. pohištva CUBIT (regal) ter pohištva za vrtce (stol). Diplomsko delo zajema področji zagotavljanja kakovosti in reševanja reklamacij v proizvodnem podjetju. V njem sta v teoretičnem delu izpostavljena termina kakovost in reklamacija. Termin kakovost opisujemo prek razlogov in ciljev za zagotavljanje kakovosti, organizacije zagotavljanja kakovosti ter osredotočenosti na kupca in kupčevo zadovoljstvo, prek termina reklamacija pa opisujemo njen pomen, vzroke za nastanek in opis procesa reševanja reklamacij po 8D-metodi. 8D-metoda je način timskega reševanja reklamacij s pomočjo 8 korakov. Pravilna uporaba metode zagotavlja, da je reklamacija rešena tam, kjer nastaja, in se naj ne bi več ponovila. Temelji na preprečitvi ponavljanja reklamacij. Zastavljamo si vprašanja, kako in kje reklamacije nastajajo, zakaj nastajajo, kako podjetje reagira nanje in kako se podjetje reklamacijam v prihodnje lahko izogne. Izdelana je analiza SWOT reševanja reklamacij v podjetju, prikazana je razlika pri reševanju reklamacij pred in po uvedbi 8D-metode ter izdelan diagram poteka reševanja reklamacij. Analiza procesa reševanja reklamacij, ki je bila narejena po 8D-metodi, je pokazala, da je metoda učinkovita in da je podjetje na področju zagotavljanja kakovosti napredovalo.

• Jezik: Slovenski jezik
• Ključne besede: kakovost, reševanje reklamacij, 8D-metoda, mizarstvo Florjančič.
• Vrsta gradiva: Diplomsko delo/naloga
• Organizacija: NTF - Naravoslovnotehniška fakulteta
• Leto izida: 2017
• PID: 20.500.12556/RUL-95405
• Datum objave v RUL: 20.09.2017

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: Quality management and process rescuing complaint in company

Izvleček

The aim of this thesis is to introduce and evalute the introduction of a new way of handling complaints in the company Mizarstvo Florjančič which is active in the production of timber products or customised wooden furniture respectively, i.e. furniture CUBIT (shelves) and kindergarten furniture (chairs). The thesis covers the areas of quality assurance and complaint handling in a manufacturing company. In the theoretical part the emphasis is on the terms quality and complaints. The term quality is described by the reasons and goals of quality assurance, the organisation of quality assurance and the focus on the customer and the customers' satisfaction. By the term complaints its meaning, the reasons for the emergence and the illustration of the procedure of complaint handling using the 8D method is described. The 8D method is a way of team complaint handling by means of 8 steps. A correct application of this method assures that a complaint is resolved where it arises, and a repetition is prevented. It is based on the prevention of the repetition of complaints. The question arises of how and where complaints arise, why they arise, how the company reacts, and how the company could avoid complaints in the future. A SWOT analysis of complaint handling in the company has been carried out, the difference in complaint handling before and after the introduction of the 8D method has been illustrated, and a diagram of the handling procedure has been made. The analysis of the complaint handling procedure, which was made using the 8D method, showed that the method is effective, and that the company has made progress in the area of quality assurance.

• Ključne besede: quality, complaint handling, 8D method, joinery Florjančič