This thesis responds to the need of the company ILLKO, s.r.o. to develop and unify the decision-making process for cases when there is a customer request for a special or extraordinary type of product. In the thesis, the business area of the company, supplier and customer spectrum are described as well as a summary of the company’s capacity and capabilities. The output is a formalized decision-making process reflecting both theoretical knowledge based on the academic bibliography and long-term approved experience gained from the business practice. This process is clearly illustrated in schematic flow charts which are described in detail in corresponding chapters. The developed methodological procedure will help the top management of the company to facilitate, automate and improve future decision-making on the specific customer requirements.