Thesis discusses the renovation of the business process of footwear reclamation in a small company. The main issues of the exsisting reclamation process are unnecesary tasks for the clients as well as for the store cashier. Therefore this thesis is fucusing on the renovation of the exsisting process. The exsisting process was being formed with Micrografix iGrafx Process programme tool. Based on that the key disadvantages have been detected such as making of complaint form, footwear damage marking, sending the product to the reclamation department and so on. Later followed the making of renewed reclamation process for the footwear, which introduces some novelties such as an online complaint form and removal of the damaged product since the properly trained employees can decide about the reclamation itself.
Improvement of the process is discussed from both, theoretical and practical point of view. Theoretical starting point contains of positions, findings, conclusions and results of other authors whereas the practical point of view consists of two models with detailed report of the modelling, simulation performance and results report analysis.
Thesis represents the current and also improved footwear reclamation process, where it is visible that sucessful improvement results in a better course of the reclamation, shorter reclamation period and less work for the employees.