20.500.12556/RUL-110685 Proces obravnave pritožb kupcev v skladu s standardom GS95004 The process of handling customer complaints in accordance with GS95004 V okviru diplomske naloge sem si zadal cilj, da izdelam nov kontrolni seznam (ang. Checklist), ki bo v skladu s kupčevo normo GS95004 in po katerem se bodo analizirali reklamirani artikli. Idejo sem dobil v podjetju Odelo Slovenija d. o. o., v katerem proizvajajo zadnje avtomobilske luči in tretje zavorne luči. V podjetju sem opravljal tudi praktično usposabljanje. Pobuda za novi kontrolni seznam je bila slaba ocena kupca, ki je opravljal presojo procesa garancijskih reklamacij. Izdelave kontrolnega seznama sem se lotil po korakih, od prebiranja zahtev standarda IATF 16949 in BMW norme GS 95004, do zasnove oblike in zajema vseh kontrolnih točk, ki bodo ustrezne za določeno skupino luči. Vse to povezano skupaj tako tvori celoto in predstavlja kontrolni seznam, ki je sedaj vsakodnevno v uporabi. Da je bil cilj naloge dosežen, so potrdili tudi kupci, ki so zelo zadovoljni z analizami. As part of my thesis, I set myself a goal, to create a new checklist, which will be in accordance with customer norm GS95004 and after which complaint articles will be analyzed. I got the idea in the company Odelo Slovenija d.o.o. a company which produce tail car lights and third brake lights. I also took practical training in the company. Initiative for new checklist was poor rating by the customer who carried out assessment of warranty parts process. I made a checklist in steps, from reading the requirements of the IATF 16949 standard and GS 95004 norm, to the design of the form, which will be transparent and to control all points that are requested for a specific group of lights. All of these steps combined together represent the checklist, which is now used daily. Achievement of the goal was also comfirmed by customers, who are very satisfied with the analyses. kontrolni seznam analiza GS95004 IATF 16949 BMW standard kontrolne točke reklamacije garancije checklist analysis GS95004 IATF 16949 BMW standard control points claim warranty true false false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2019-09-18 12:40:08 2019-09-18 12:40:12 2022-08-22 03:45:19 0000-00-00 00:00:00 2019 0 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1970-01-01 47281 Blazic_Tadej_-_Proces_obravnave_pritozb_kupcev_v_skladu_s_standardom_GS95004.pdf Blazic_Tadej_-_Proces_obravnave_pritozb_kupcev_v_skladu_s_standardom_GS95004.pdf 1 D4BAFCC273F3AB55E7B6A77A9FB443F3 eb5fe0aa4480e300d8844ff5e15910df9bc2ff0dec760b300a8b7335ad80a322 2de40573-a1b7-11eb-a523-00155dcfd717 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=122371 Fakulteta za elektrotehniko 0 0 0