This work focuses on very topical issue, and that is motivation, evaluation and remuneration of employees in customer service. All three areas are closely linked, and only their mutual optimization and compliance can increase efficiency and productivity in customer service. It is a very specific area in which most employees not only care about existing customers, but gain new customers, provide information, handle claims and complaints and they are the gateway for each company. Customer Service is demanding in both, quantitatively and qualitatively to human resources. Businesses try to find a reasonable balance between the cost of human resources and their further education and the required power and goal fulfillment. As in the care and sales, good human resources are of the highest importance. It is not enough just to hire good people, they must be further developed educated and coached. It is necessary to focus on their motivation, it is not always possible to motivate each employee in the customer service individually, rather their preference and needs should be determined and those should be satisfied. Most employees prefer clear and objective assessment in connection with a transparent system of remuneration. It should also be a business objective. Sales are more and more important activity in customer service and it is no longer sufficient just to take care of existing customers. It is necessary to develop retention measures, and especially focus on the acquisition and re-acquisition activities. Success is critical for motivation and quality of staff. The thesis is therefore focused on identifying ways to optimize human resources management, especially in the areas of evaluation and remuneration so as to achieve even higher productivity and to fulfill sales plans. Based on the found strengths and weaknesses in employee satisfaction surveys with regard to one of the strategic objectives of the RWE Group, which is to increase market share in electricity, this means the need to increase sales, there has been proposed modification of the current system for evaluating employees' customer centers with a direct impact on remuneration. Modified system of evaluation of service employees will be more motivating, because overreaching of sales plan will be the possibility to receive up to 50 % more of variable wage component. Newly, evaluated will not be only sales figures, but the effort to sell as well. Monitored customer centers are in different locations and the CR has different regional conditions, which are mainly the different practices and different people and activities of competitors. It is important to recognize and motivate employees to implement the menus, although they are not always used. Evaluation protocol for internal supervision was modified significantly; greater significance was given to the criteria that directly support the current performance targets. Significant changes were also seen in the evaluation protocol that includes not only an overview of evaluation results, but there is listed the number of sales made, the amount of bonuses received for the sale, to calculate the total variable part of total wages and salaries to be paid. In the area of remuneration for service staff proposed a change of the ratio of fixed and variable components of wages from the current 85 : 15 to 80 : 20. Optimized system of remuneration consists of salary, bonuses and rewards for sales and rewards for sales in sales contests. Newly was developed a system of pay commission sales in customer centers. The proposed salary is fixed at the minimum wage for the group work in the CR, it is 8900 CZK. Now the average fixed salary of vendors is 15 660 CZK. Employees will have a greater portion of variable pay. The largest share of the variable component will be bonuses for the number of concluded contracts. Due to higher incentive bonus payment system for contracts, it is designed progressively. Newly, there is no upper limit for wages. Part of the variable components of wages will continue to be paid for customer-oriented access and correct communication; the evaluation will be conducted according to the newly proposed system for sellers' evaluation. Dissertation on a specific department analyzes current situation in the customer service in the area of motivation, evaluation and remuneration. It identifies strengths and weaknesses and proposes solutions for eliminating of weaknesses. Not always, however, the interests of employees and the company are in compliance, the work focuses on optimizing of these areas especially in terms of achieving its goals, it means from the viewpoint of a business.

The master´s thesis deals with the company engaged in providing services in IT. The main aim of the thesis is to map selected logistics chain of company and to use selected techniques of Lean Six Sigma for optimizing it. The first part of the thesis deals with the current situation on the market reverse logistics associated with electronics and legislative requirements for the supplying of warranty claims. The theoretical part introduces concepts of lean manufacturing and tools for the process mapping. The practical part has a goal with tools DMAIC to shorten the lead time of repair, to find waste and downtime it the service process, which have affect on the customers satisfaction.

This thesis is divided into three chapters, the first two are theoretical and the third one is practical. The first chapter deals with the characteristics of logistics services, the second one is dedicated to the customer service and its measurement and the last one focuses on a case study of selected IT company. The main goal is to map the current state of logistics services and supply chain processes of the spare parts of the IT company Fujitsu Ltd., reveal its weaknesses and shortcomings and propose possible improvements.

The thesis deals with an evaluation of supply chain management and other processes involved in customer requirements management of a selected company. The aim of the thesis is to describe and evaluate processes of all the company´s sections involved. The first part presents basic terminology, followed by theoretical part dealing with presentation of the company. Individual sections are described and set processes are evaluated. In case of deficiencies, corrective measures are proposed. The last chapter includes a SWOT analysis.

This diploma thesis deals with the creation of a design for the utilization of blockchain technology in a corporate environment. The main goal of this work is to create a proposal for a business process and its implementation in a specific blockchain platform. The analysis of the current state of the process describes current process and company’s requirements for the functionality of new technology. In the design part of the work, I compared specific blockchain platforms. As a result of this part I chose the most suitable solution for the implementation of my proposal. This chapter further includes the design of a methodology for verifying whether the process is suitable for the implementation of a blockchain technology or not. Moreover, it describes how to proceed when choosing a suitable solution and highlights its key factors.

This master’s thesis deals with system of evidence customer requests in service organization. The introduction describes services activities in domain are focused on payment terminals and contemporary situation in call center. The suitable selection implementation tools are done. The second part contains the design of system for requests evidence and design of imports for service information system. The evaluation of the master’s thesis and some future improvements are presented.

Diplomová práce se zabývá určením rozsahu oprav telefonů ve firmě Mobilshop Valenta Petr, přičem jsou použity pokročilé metody modelování, konkrétně pak fuzzy logika. Cílem práce je vytvoření modelu, který usnadní, zpřesní a urychlí práci pří zpracování každé zakázky.

This diploma thesis elaborate consumer behavior on selected market. Especially consumer behavior on agriculture market based on customers satisfaction. First part of this work was about studing literature in this thema. The main chapter of literary research was consumer behavior and specifically how the consumers behave on markets. Than, it was necesary to write about agriculture in Czech Republic. The base of practical part was questionnaire survey, which examined customer satisfaction, to chosen company. On the other side, was made structured interview with director of chosen company. The second main section of practical part on this thesis was specialised analysis. The task of this analysis was to find out main segments of survey. Especially based on third question which examined customer preferences "Which parameters you chose when you decide to buy tractor?". Two segments are based on quality of after-sale service tractors and medial presentacion of brand and exhibitions and fairs. At the end of this diploma thesis are proposed two recommendation how to get better customer satisfaction.

In presented thesis the chosen parameters of reproduction {--} days to first service, days open, calving interval, insemination index - were evaluated in dairy cattle. There were 222 of dairy cows observed (53 Czech Pied and 169 Holstein cows). The results of reproduction were evaluated as unsatisfactory. Length of calving interval overreached recommended 400 days in 56,25 % of Holstein and in 33,33% of Czech Pied cows. Also the mean value of insemination index 2,39 exceeds the optimum of 1,8-2,0.

This master thesis is focused on analysis of competitive environment of the company Intelsol s.r.o. The goal was to compare companys competition and determining companys competetive advantage. The theoretical part deals with the basic terminology such as competetive environment, SWOT analysis, and Porters five forces framework. The rest of the chapters in theoretical part are dedicated to market segmentation, marketing communication, customer acquisition and customer service. The practical part is describes the company and its major competitors on domestic market. It is internal and external analysis. Further there is introduction of main competetiors and their comparison using the SWOT analysis and Porters five forces framwork. The last part deals with customer service and competetive advantage. It also contains recommendations regarding managing and improving the company, which Intelsol may find useful in its further corporate life.