Thesis deals with concept of logistics in company LESAK. This company’s business area is production and sale of weighing equipment. In the thesis, there is analysed current order processing in company LESAK and then there are suggested remedies focusing on customer satisfaction services.

The Master's thesis is focused on analysis of internal and external environment and evaluation of current situation of recently established company Medicomfort, s.r.o.. Proposal for improvement of marketing strategy is constructed, based on discovered information.

Cieľom diplomovej práce je analýza aktuálnej situácie zákazníckych skúseností vytváraných spoločnosťou a poskytnutie sérií odporúčaní pre ich zlepšenie. Práca kriticky hodnotí praktiky ovplyvňujúce zákaznícku spokojnosť v jednotlivých predajňách spoločnosti, internetovom obchode, servisnom stredisku a zákazníckom centre. Výsledkom sú odporúčané riešenia pre poskytovanie lepších služieb na zvýšenie zákazníckej loajality, ako aj spôsoby eliminácie zistených nedostatkov.

The main goal of this thesis is to analyze a specific business process in CeWe Color Company. The thesis consists of theoretical, analytical and practical parts. In theoretical part are explained the basic concepts and approaches in the field of logistics. The following describes some of the specific elements of the logistics chain – customer service, information system of logistics and the distribution channels. The analytical part focuses on analysis the internal and external environment of the company and describes and analyses the company’s current situation. Current situation is reviewed and shortcomings are identified. At the end of work are proposed the concrete suggestions for improvement, including their benefits and conditions of realization.

Diplomová práce se zaměřuje na aplikace fundamentálních princip Fuzzy logiky na předvídání vybraných zákazníků pro kampaně přímého marketingu se zahrnutím fuzzy metody. Fuzzy model je navržený pro výběr zákazníků, kteří by měli být cíleni prodej předplatného schématu. Kritéria výběru jsou formulovány na bázi klientova zůstatku, věku a ročního přijmu. Postup fuzzy logiky je použit na zaměření specifických zákazníků pro předplatné produktu.

Healthcare leaders who struggle to understand the importance of interactions between patients, staff, and physicians can result in poor patient experience. Healthcare care leaders who understand the importance of patient experience can develop customer service training modules and tutorials to improve organizational outcomes. The purpose of this correlational study was to examine the relationship between staff communication, physician communication, size of the hospital, and patient experience. House's path-goal theory was used to frame the study. Secondary data were collected from hospitals in Northeastern Ohio, that reported patient experience scores through the Centers for Medicare and Medicaid's Hospital Consumer Assessment of Healthcare Providers and Systems survey database for the years 2016 and 2017. The results of the multiple linear regression indicated the results were significant, F(5, 144) = 56.822, p <.001, R2 = .652. The findings may provide health care leaders with tools to communicate with staff on how to improve patient experience through improving employee and patient engagement, thereby improving patient experience scores.

Emotion AI är ett forskningsområde som syftar till att teknik ska kunna känna igen och reagera på mänskliga känslotillstånd, vilket kan implementeras i form av chattbotar. Chattbotens roll är idag framträdande inom kundtjänstområdet och används för att stärka kundservice. Tidigare forskning visar att det råder brist av kvalitativa studier om hur chattbotar responderar på och hanterar känslor som uppstår när människor interagerar med chattbotar i vardagen. Syftet med studien är därav att skapa förståelse för hur känslor hanteras av chattbotar och vilka upplevelser som genereras vid kundtjänstinteraktion mellan människa och chattbot.  Studien antog en kvalitativ ansats och inleddes genom en förstudie som identifierade fyra chattbotar, vilka användes vidare till intervjustudien. Datainsamlingen har genomförts med hjälp av semistrukturerade intervjuer och kompletterades med observation. Analysen identifierade fyra typer av upplevelser av chattbotarnas förmåga att respondera på känslointeraktion: bekräftelse, missförstånd, problemlösning och ideal chattbot. Studien diskuterar hur chattbotar påverkar människans känsloupplevelse och hur chattbotar bör designas i kundtjänstinteraktion. Slutsatsen är att det inte finns behov att utveckla chattbotar med väldigt komplex känsloförmåga och känslomässig förståelse har visats vara sekundärt i kundtjänstinteraktion. Dock bör chattbotar designas med en enklare form av känslomässig förmåga eftersom det kan skapa mervärde genom att kunderna känner sig förstådda. / Emotion AI is a research area aimed at technology recognizing and reacting to human emotions, which can be implemented in the form of chatbots. The chatbot's role is today prominent in the field of customer service and is used to strengthen customer service. Previous research shows that there is a lack of qualitative studies on how chatbots respond to and manage emotions that arise when people interact with chatbots in their everyday life. The purpose of the study is therefore to create an understanding of how emotions are handled by chatbots and what experiences are generated during customer service interaction between humans and chatbots.  The study adopted a qualitative approach and was initiated through a feasibility study that identified four chatbots, which were used for the interview study. The data collection was carried out using semi-structured interviews and supplemented by observation. The analysis identified four types of experiences of chatbots' ability to respond to emotional interaction: affirmation, misunderstanding, problem-solving, and ideal chatbot. The study discusses how chatbots affect the human emotional experience and how chatbots should be designed for customer service interaction. The bottom line is that there is no need to develop chatbots with very complex emotional abilities and emotional understanding has been shown to be secondary in the customer service interaction. However, chatbots should be designed with a simpler form of emotional ability as it can create added value in the form of making customers feel understood.

The use of artificial intelligence (AI) has increased in recent years to create more efficient and innovative solutions. One type of AI solution introduced in several different industries is chatbots that customers can interact with by typing, or choosing from a number of options, and get direct responses from the system. Through chatbots, companies can streamline their customer service as well as improve customer relationships. Thus, chatbots can be used in companies' customer service to reduce the workload. In order to study this, the following research question was formulated: How can the introduction of chatbots help businesses to streamline their customer service? To fulfill this purpose, an deductive approach was chosen and as the final result is based on a combination of data and different theories. Data were collected through semi-structured interviews and observations. The data was compiled and then analyzed thematically, which led to the conclusion that the use of chatbots can contribute to streamlining and developing businesses’ customer service. / Användningen av artificiell intelligens (AI) har ökat allt mer de senaste åren för att skapa mer effektiva och innovativa lösningar. En typ av AI-lösning som införts inom flera olika branscher är chattbotar som kunder kan interagera med genom att skriva, eller välja mellan ett antal alternativfrågor, och få direkta svar från systemet. Genom chattbotar kan företag effektivisera sin kundservice samt förbättra sina kundrelationer. Därmed kan chattbotar användas inom verksamheters kundservice för att minska belastningen på den bemannade kundtjänsten. För att undersöka detta närmare ställdes frågeställningen: Kan användandet av chattbotar hjälpa verksamheter att effektivisera sin kundservice?. För att uppfylla detta syfte valdes ett deduktivt angreppssätt och slutgiltiga resultatet baseras då på en kombination av data och olika teorier. Data samlades in genom semistrukturerade intervjuer samt observationer. Datan sammanställdes och analyserades tematiskt, vilket ledde fram till slutsatsen att användandet av chattbotar kan bidra till att effektivisera och utveckla verksamheters kundservice.

El objetivo de la investigación es mejorar la calidad de servicio móvil postpago en una empresa peruana del sector telecomunicaciones. El indicador utilizado para medir el grado de satisfacción es el NPS, el cual se obtiene mediante una encuesta a usuarios, y es calculado como la resta de clientes promotores y detractores. Al realizar el análisis de este indicador se determinó que la mayor proporción de clientes detractores se encuentra insatisfecho con el proceso de atención call center. Por ello, se analizaron las actividades de los cuatro gestores del call center y los tiempos promedio de duración de llamada (TMO). Así, se encontraron las siguientes causas raíz: Descripción desactualizada e incorrecta del procedimiento de trabajo, falta de impacto visual del sistema, marcaciones erróneas e incompletas en el sistema, y método no estandarizado. Estas fueron solucionadas implementando la filosofía lean a través de un modelo basado en Plan-Do-Check-Act (PDCA), y las herramientas 5S, Jidoka, Poka Yoke y Estandarización de procesos. Luego de la implementación se mejoraron las causas raíz logrando reducir el TMO de los cuatro gestores traducido en un aumento en el NPS del segmento móvil postpago en 5 puntos porcentuales. Con el resultado obtenido se garantizó una solución rápida y efectiva a los clientes que se comunican al call center. / The objective of the research is to improve the postpaid mobile service quality of a Peruvian company in the telecommunications sector. The indicator used to measure the degree of satisfaction is the NPS, which is obtained through a user survey, and is calculated as the subtraction of promoter and detractor clients. When analyzing this indicator, it was determined that the highest proportion of detractor clients is dissatisfied with the call center service process. Therefore, the activities of the four call center managers and the average call duration times (TMO) were analyzed. Thus, the following root causes were found: Outdated and incorrect description of the working procedure, lack of visual impact of the system, erroneous and incomplete markings in the system, and a non-standardized method. These were solved by implementing the lean philosophy through a model based on Plan-Do-Check-Act (PDCA), and the 5S, Jidoka, Poka Yoke and Process Standardization tools. After implementation, the root causes were improved, reducing the TMO of the four managers, resulting in an increase in the NPS of the postpaid mobile segment by 5 percentage points. With the obtained result, a quick and effective solution was guaranteed to the customers who communicate with the call center. / Trabajo de Suficiencia Profesional

La presente investigación tiene como propósito mejorar el grado de satisfacción de los clientes móviles postpago en una empresa peruana del sector telecomunicaciones. El indicador utilizado para medir el grado de satisfacción es el NPS, el cual se obtiene mediante una encuesta a usuarios, y es calculado como la resta de clientes promotores y detractores. Al realizar el análisis de este indicador se determinó que la mayor proporción de clientes detractores se encuentra insatisfecho con la atención call center. Por ello, se analizaron las actividades y tiempos promedio de duración de llamada (TMO) de los cuatro gestores de atención. Así, se encontraron las siguientes causas raíz: Descripción desactualizada e incorrecta del procedimiento de trabajo, falta de impacto visual del sistema, marcaciones erróneas e incompletas en el sistema, y método no estandarizado. Estas fueron solucionadas implementando la filosofía lean a través de un modelo basado en Plan-Do-Check-Act (PDCA), y sus herramientas 5S, Jidoka, Poka Yoke y Estandarización de procesos. Como resultado de la implementación del sistema planteado, se logró reducir el TMO de cada gestor traducido en un aumento en el NPS del segmento móvil postpago en 5 puntos porcentuales. Con el cumplimiento de los objetivos trazados en las gestiones del call center, se garantizó una solución más rápida y efectiva a los clientes; como consecuencia, se mejoró la percepción de los clientes con la atención brindada. / The purpose of this research is to improve the degree of satisfaction of postpaid mobile customers in a Peruvian company in the telecommunications sector. The indicator used to measure the degree of satisfaction is the NPS, which is obtained through a user survey, and is calculated as the subtraction of promoter and detractor clients. When carrying out the analysis of this indicator, it was determined that the largest proportion of detracting clients are dissatisfied with the call center service. Therefore, the activities and average call duration times (TMO) of the four service managers were analyzed. Thus, the following root causes were found: outdated and incorrect description of the work procedure, lack of visual impact of the system, erroneous and incomplete markings in the system, and non-standardized method. These were solved by implementing the lean philosophy through a model based on Plan-Do-Check-Act (PDCA), and its 5S, Jidoka, Poka Yoke and Process Standardization tools. As a result of the implementation of the proposed system, it was possible to reduce the TMO of each manager, translated into an increase in the NPS of the postpaid mobile segment by 5 percentage points. With the fulfillment of the objectives outlined in the call center management, a faster and more effective solution was guaranteed to the clients; As a consequence, the perception of clients with the care provided improved. / Trabajo de investigación