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Title:Obvladovanje reklamacij v podjetju Kolektor d.o.o.
Authors:Pivk, Mitja (Author)
Gomišček, Boštjan (Mentor) More about this mentor... New window
Files:.pdf SPEC_Pivk_Mitja_2016.pdf (1,83 MB)
 
Language:Slovenian
Work type:Specialist thesis (m3)
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:V specialističnem delu je obravnavano kakovostno poslovanje v podjetju Kolektor, ki se odraža v partnerskih odnosih z dobavitelji in medsebojni komunikaciji v zvezi z reševanjem reklamacij. Da bi bila komunikacija in s tem posledično obvladovanje reklamacij učinkovito in uspešno, mora biti dana možnost, da se hitro najde ustrezne dokumente in podatke s področja reklamacij, to pa bo v podjetju Kolektor mogoče doseči z nadgradnjo trenutnega sistema. Glavni namen raziskave je bilo ugotoviti potrebe oz. zahteve zaposlenih v podjetju Kolektor, ki so vključeni v proces dela z dobavitelji in bodo imeli dostop do portala za dobavitelje, ter tako vpeljati oz. določiti vsebinsko zasnovo portala, ki bo služil učinkovitemu obvladovanju vseh domačih in tujih dobaviteljev koncerna Kolektor na idrijski lokaciji na področju reklamacij. Tekom uporabe se bo portal razvijal in nadgrajeval v skladu z zahtevami oz. trendi v prihodnosti. Preko portala za dobavitelje bodo naši dobavitelji obveščeni o poslovnih procesih, spremembah, tekočih projektih, pri tem pa se bo vzpostavilo korektne odnose pri poslovnem komuniciranju. Specialistično delo je zastavljeno tako, da vključuje teoretični pristop raziskovanja strokovne in znanstvene domače in tuje literature in raziskovalni pristop, ki temelji na izkustveni metodi v podjetju Kolektor. Zbiranje podatkov je potekalo v obliki pogovorov z osebami, z dolgoletnimi izkušnjami na področju dela reklamacij z dobavitelji, z namenom identificirati in asimilirati potrebe v smeri izboljšave procesa. Izsledki raziskave so pokazali, da osnovni poslovni informacijski sistemi običajno ne omogočajo zadostne podpore sistemu vodenja kakovosti, zato je uvedba programskih aplikacij za podporo kakovosti nadvse priporočljiva, če ne celo nujna. Obvladovanje reklamacij v podjetju Kolektor je trenutno omejeno na delo s preglednicami, pri čemer je ažurno vzdrževanje podatkov zamudno, podatki so pogosto nepopolni in nepregledni. Pri vpeljavi portala bo potrebno celovito zaobjeti že obstoječe znanje in izkušnje posameznih oddelkov, ki sodelujejo z dobavitelji, vnesti v prakso. Pomembna je integracija portala za dobavitelje, ki se osredotoča na zagotavljanje korektnih odnosov pri poslovnem komuniciranju, kar pomeni dobaviteljevo ustrezno odzivnost pri reklamacijah in izpolnjevanju zahtev. Integracija portala predstavlja enotno vstopno točko: omogoča enotno mesto, tj. vložišče dokumentov in relevantno dokumentacijo v zvezi z reklamacijami, lažjo komunikacijo med oddelki znotraj podjetja Kolektor in z dobavitelji, pospešuje delovni proces ter boljše obvladovanje in preglednost celotnega poslovanja z dobavitelji.
Keywords:kakovost, reklamacija, informacijski sistem SAP/R3, obvladovanje procesov, programsko orodje Sharepoint
Year of publishing:2016
Source:Maribor
COBISS_ID:7802643 Link is opened in a new window
NUK URN:URN:SI:UM:DK:5YCBZZHC
Views:1133
Downloads:79
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Categories:FOV
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Secondary language

Language:English
Title:Management of complaint process in Kolektor d.o.o.
Abstract:The specialist part deals with quality business activity of Kolektor, which is reflected in partnership relations with suppliers and mutual communication related to complaint solving. To make communication and consequentially complaint management effective and successful, the option of quick search for suitable documents and data in the field of complaints must exist, which will be made possible in Kolektor by upgrading the currently existing system. The main purpose of this research was to ascertain needs and demands of Kolektor employees that are involved in the process of working with suppliers and will have access to the supplier portal, and therewith introduce and define the content design of the portal, which will serve to make management of all foreign and domestic suppliers to the corporate group at its location in Idrija on the subject of complaints more efficient. During its use, the portal will continue to develop and be upgraded in accordance with demands and trends of the future. The portal will serve to inform our suppliers about business processes, changes and current projects while establishing concrete relations in business communications. Specialist work is projected in such a manner, so that it includes theoretical approach of expert and scientific, domestic as well as foreign literature research, as well as researching approach based on empirical method in Kolektor. Data collection was performed through interviews with persons that had years-long experience in the field of working on complaints with suppliers, with the intention to identify and assimilate needs for process improvement. Results of the investigation revealed that the basic business information systems usually do not allow for sufficient support of the quality management system, which is why the implementation of software applications for quality support is exceedingly recommended if not even necessary. Complaint handling in Kolektor is currently limited to work with spreadsheets with its time-consuming data updating process, frequently incomplete data and lack of transparency. In practice, the introduction of the portal will have to fully include the already existing knowledge and experience of individual departments cooperating with supplier. An emphasis is put on integration of the supplier portal that is focused on providing concrete relations in business communication, which means suitable responsiveness of the supplier in the field of complaints and meeting the demands. Integration of portal represents a unified access point: it enables existence of a unified location, i.e. Document Dispatch Centre, and relevant documentation related to complaints, easier interdepartmental communication within Kolektor and communication with suppliers, it accelerates work process and enables better management and overview of the whole supplier business operation.
Keywords:Quality, Complaint, Information System SAP/R3, Process Management, Programming Tool SharePoint


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