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Optimalizace reklamačního procesu vybraného podniku / Complaint handling process optimization of the chosen enterprise

This Master's thesis is focused on complaint handling process in the chosen enterprise. The main goal of this thesis is optimization of the chosen customers' complaints using the appropriate Six Sigma methods. In the theoretical part the reverse logistics and its importance are described then Lean enterprise concepts and methods, which are used for the complaint handling process optimization, are explained. The first part of the practical part introduces the enterprise and its logistics and complaint handling process. The rest of the thesis contains the complaint handling process optimization using the DMAIC method.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:359236
Date January 2017
CreatorsDolní, Jan
ContributorsJirsák, Petr, Martínez, Felipe
PublisherVysoká škola ekonomická v Praze
Source SetsCzech ETDs
LanguageCzech
Detected LanguageEnglish
Typeinfo:eu-repo/semantics/masterThesis
Rightsinfo:eu-repo/semantics/restrictedAccess

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