The master’s thesis is focused on evaluation of present process of managment of complaints in particular company in 2014. The evaluation is made by quality managment tools and with using correlation analysis. On the basis of acquired pieces of information there will be suggest corrective measures. These correctives measures will lead to improvement of managment process of complaints and reduce customer complaints.

This diploma work presented, analyzes current sort of quality management of work progress in BONAR company and gives reccomendation on how to improve on it. The proposed section, using methods and tools address the identified non-compliance and makes recommendations for future development in the manufacturing process as the company Bonar.

This masters thesis is concerned with the quality of the company Continental Barum Ltd., which operates in the tire industry. After evaluating the current situation in the company the EFQM method is applied, which showed the weaknesses and strengths of the company. Based on the findings, there are suggested recommendations for the highest ranking company according to the method of Excellence.

This diploma thesis deals with the issues related to the quality management system in the field of secondary education, specifically in relation to the provision of education with an apprenticeship certificate. The quality management system is mostly associated with the private sector as a production process. However, the quality of services is as important as the quality of products. Quality management has also been known to the public sector for several years. Also state administration organizations, local authorities, universities, etc. deal with the quality management system. Secondary schools should certainly not be excluded from this sphere, as it is a necessary part of the school education system. The quality of the education provided, its course and results should undoubtedly be systematically managed. The first part of the thesis contains the definition of basic concepts focused on education and the school education system, defining quality, quality management methods (ISO, TQM, EFQM, CAF) and the principles of quality management in education. The definition of terms and related principles is based on the study of scientific literature, valid legal regulations and other documents focused on the quality management system. The empirical part of the diploma thesis is focused on the analysis...