The aim of the thesis is the specification of user requirements for complaints and claims management in selected company providing financial services in the Czech Republic. The first section explains the basic theoretical background in the field of process management and information systems. It is also discussed the view of complaints and claims management from customer side. The second section describes the system of complaints and claims management in the company. Based on the analysis of the process the next section specifies the user requirements for a new information system and assesses expected benefits and potential risks of implementing a new information system.

The thesis deals with reverse logistics in the manufacturing company German Motor Parts CZ, s.r.o. Based on the theoretical background, it carries out research and analysis of the company's activities from the logistics perspective. It examines reverse logistics activities, such as complaints and waste management, as well as conventional logistics activities from purchase to dispatch. The aim of the thesis is to suggest corrective measures that will lead to an improvement of reverse logistics in the company.

This master’s thesis deals with system of quality management and its applications in Tyco Electronics EC Trutnov, s. r. o. company. The practical part is focused in management of complaint and implementation of costs of quality monitoring.

Diploma thesis is focused on quality management in the company Teva Czech Industries s.r.o. Analyzes current situation and issues in this section and with its help suggests improvement leading to higher quality, reduce costs and higher customer satisfaction.

The Diploma thesis deals with consumer protection in the field of rights from defective performance. The literature review contains the rights and obligations of entrepreneurs and consumers in the field of rights from defective performance in the sale of goods in the shop, definition of defective performance and types of defects. The terms that are related to the topic are also listed and explained. The practical part of the Diploma thesis is consisted of survey among the inhabitants of the Czech Republic and in-depth interviews aimed at identifying consumer behaviour and expectations in this field. For business companies there are recommendations that result from the survey and in-depth interviews.

Liability of the seller for defects in international commercial transactions under the United Nations Convention on Contracts for the International Sale of Goods Abstract This thesis deals with the liability of the seller for defects in international commercial transactions, contained in the UN Convention on Contracts for International Sale of Goods. The document, which is binding for 89 states from different parts of the world, is the most important document in international trade law that contains unified regulation. The Convention determines substantive rules for contracts on international sale of goods defined as a contract on sale concluded between two parties, each of them having its place of business in a different state. If both of these states are parties to the Convention, it is directly applicable, i.e. it is used without reference of conflict of laws rules. Unification of regulation is important in the field of international trade, especially in the area of contracts on sale of goods, which is the most often used type of contract. The most problematic situation in business relationships is when a party fails to meet its contractual obligations. For that reason, in order to ensure the most favourable environment for international business and economic development, it is essential for traders to...

This diploma thesis focuses on the topic of "Sale of consumer goods - rights arising from a defective performance". This topic is coherently and comprehensibly explained, with an emphasis on a comparison between the former legal regulation governing exercising of rights arising from a defective performance under the sale of consumer goods (under Act No. 40/1964 Coll., Civil Code) and current legal regulation governing this area (under Act No. 89/2012 Coll., Civil Code), especially with regard to changes in the position of a buyer. Formally, the thesis is divided into six chapters, which are further split into individual subchapters. The first chapter introduces the legislation containing provisions concerning rights arising from a defective performance under the sale of consumer goods. The second chapter deals with the term "sale of consumer goods", with the scope of application of this special area and its purpose. The third chapter describes the procedure of the proper exercise of a right arising from a defective performance, mainly reasons for which this juridical act can be made, what form, content or other elements it must have, who is actually entitled to this act and against whom. This chapter also presents a deadline for exercising of this right, along with arguments for and against...

Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.

The essence of this diploma thesis is the implementation of the analysis and evaluation of the complaint process of chosen organizations in the automotive industry. Using quality control and improvement tools, root causes of ineffectiveness of the process and the high number of customer complaints are identified. Diploma thesis provides a designed method of implementation of quality control and improvement tools in practice. This designed method is aplicable to reduce the overall number of complaints through the identification and elimination of the root causes of complaints related to selected manufacturing process of organization.

The subject of this thesis is the application of modern quality management tools in a chosen company. The theoretical part focus on the manufacturing management systems and ISO conception. The practical part concentrates on manufacturing management and usage of manufacturing management tools in a chosen company.