The goal of the thesis is to assess the quality policy in connection to customer satisfaction in a selected organization through the ISO 9001 standard. The Jihočeské tiskárny (South Bohemian Printing Works) was established in the Fifties after the nationalization and grouping of local Czech and German printing works. During the privatization in the Nineties, Jihočeské tiskárny a.s. were established as a part of the Passauer Neuer Presse Verlag Group. In 2004, Obchodní tiskárny became the majoritary shareholder of JČT, and since 2006 JČT has been part of the printing OTK Group. The process and the system of assessment of customer satisfaction in Jihočeská tiskárny, a.s. is integral part of the company system of quality management. It is a part of the process of Creation and examination of contract in accordance with the company directive Q {--} S 7/1 Creation and examination of contract. The questionnaire that constitutes one of the annexes to the above stated directive (under the name of F 07 {--} Q 009 Questionnaire, as annex No. 9 to the directive) has several parts: assessment of order quality, assessment of satisfaction with order prices, assessment of satisfaction with service conditions provided to the customers, assessment of satisfaction with deliveries and logistic services. The evaluation of customer satisfaction from the point of view of product quality showed where there are problems that must be solved. The causes of most frequently reclaimed or criticized products and defects consist in mixture of products (particularly labels). The causes of displays of dissatisfaction with product prices and with price and payment conditions can be seen in insufficient work with clients and customers. That means particularly approximation of needs, technologies, input materials, principles and rules needed for production to all customers during mutual negotiations. The assessment of satisfaction with service needs and satisfaction with deliveries and logistic services brought not only identification of remarks and critique but also characteristic of causes. The whole process of assessment of customer satisfaction and the very evaluation of customer satisfaction in Jihočeské tiskárny, a.s. depends on the approach to solution of a whole complex of all operations performed and to actions to ascertain specific client satisfaction in the relevant period.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:51382 |
| Date | January 2009 |
| Creators | SUCHÁ, Veronika |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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