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Title:PRENOVA PROCESA REKLAMACIJ V PODJETJU AMEC D.O.O.
Authors:Ličen, Rok (Author)
Urh, Benjamin (Mentor) More about this mentor... New window
Files:.pdf VS_Licen_Rok_2014.pdf (3,02 MB)
MD5: F0CD4D4D7877501D27317CAFB6F6A9D6
 
Language:Slovenian
Work type:Undergraduate thesis (m5)
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:Reklamacije so za podjetje pomembno orodje, s katerim se odraža odnos do kupca in njegovega zadovoljstva. Današnji čas zahteva hitre odzive in rešitve za problematiko reklamacij. V diplomski nalogi so predstavljeni procesi reklamacij, ki potekajo v podjetju Amec d.o.o. Podjetje Amec d.o.o. se ukvarja z razmnoževanjem in distribucijo avtorskega gradiva, kot so zgoščenke, DVD-plošče, USB-ključi, knjige itd., tako doma kot po Evropi. V teoretičnem delu so opisane vrste reklamacij, zakonodaja reševanja, načini izboljševanja in vrste prenove poslovnih procesov. V praktičnem delu so na podlagi posnetka stanja v programskem orodju Aris izrisani poslovni modeli procesa reklamacij. Na podlagi posnetka stanja smo izbrali proces, ki se nam je zdel najbolj kritičen in potreben prenove. V analizi stanja so predstavljene slabosti procesa ter podani predlogi rešitve za izboljšavo procesa reklamacij.
Keywords:- proces - reklamacije - prenova procesa - izboljšave - posnetek stanja
Year of publishing:2014
Source:Maribor
COBISS_ID:7384595 New window
NUK URN:URN:SI:UM:DK:BS3XJXQJ
Views:987
Downloads:213
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Categories:FOV
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Secondary language

Language:English
Title:RENOVATION OF PRODUCTS COMPLAINTS PROCESS IN COMPANY AMEC D.O.O.
Abstract:Complaints are an important tool for the company, which reflects the relationship with the customer and his satisfaction. Today's times require quick responses and solutions to the issue of complaints. In my thesis, I present the process of complaints applied in the company Amec d.o.o. Amec d.o.o. deals with the reproduction and distribution of the copyrighted materials such as CDs, DVDs, USB keys, books etc., both, in Slovenia as well as Europe. The theoretical part describes the types of complaints, law disputes, ways of improving and types of business process. The practical part represents the business models of complaints process using an as-is model plotted in the Aris programing tool. Based on the snapshot of the situation, we chose a process that we found most critical and in need of renovation. The analysis of the current situation shows the weaknesses of the process and puts forward suggestions for the improvements of complaints process.
Keywords:- process - complaints - renovation process - improvements - as-is model


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