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Title:
UVAJANJE PROGRAMA PODALJŠANEGA JAMSTVA V OBSTOJEČO PODPORO POTROŠNIKOM
Authors:
ID
Gorenc, Matjaž
(Author)
ID
Pucihar, Andreja
(Mentor)
More about this mentor...
Files:
UN_Gorenc_Matjaz_2016.pdf
(5,25 MB)
MD5: 953D0378FFF72E7764EBFD3213E8C2F9
Language:
Slovenian
Work type:
Bachelor thesis/paper
Organization:
FOV - Faculty of Organizational Sciences in Kranj
Abstract:
Podjetje se je odločilo uvesti program razširjenega jamstva, ki v obstoječe procese podpore potrošnikom uvaja nekaj novih nalog za različne deležnike. Uvajanje novih nalog pomeni spremembe v procesih in cilj te naloge je poiskati takšno procesno rešitev, da bo v čim večji meri zadostila željam in potrebam potrošnikov in bo stroškovno sprejemljiva za podjetje. V nalogi smo opisali širši kontekst garancije in razširjenega jamstva. Opisali smo tudi spletni vmesnik, ki ga je Podjetje pripravilo za registracijo razširjenega jamstva. Naredili smo pregled trenutnih procesov podpore potrošnikom, ki služijo, kot osnova za uvajanje novih oz. spremenjenih procesov, ki se vežejo na program podaljšanega jamstva. Nadalje so v nalogi opisani cilji in kriteriji, ki smo jih določili, kot pomembne za dosego cilja. Opisani so informacijski sistemi, ki jih uporablja Podjetje, in sedanja ter možna prihodnja povezanost med njimi. Razumevanje sistemov in povezav je pomembno za razumevanje procesa. Opisane in upodobljene so tri predlagane rešitve za podporo programu razširjenega jamstva. Te rešitve so ovrednotene z metodo večkriterijskega odločanja in glede na izbrane kriterije je izračunana in predlagana optimalna rešitev. V zaključku naloge so podani predlogi za nadaljnji razvoj, ne samo rešitve za podporo programa razširjenega jamstva, ampak tudi za podpore potrošnikom na splošno.
Keywords:
Garancija
,
Razširjeno jamstvo
,
Prijazno potrošnik
,
Večkriterijsko odločanje
Place of publishing:
Maribor
Year of publishing:
2016
PID:
20.500.12556/DKUM-59998
COBISS.SI-ID:
7653139
NUK URN:
URN:SI:UM:DK:QOTNZUE9
Publication date in DKUM:
06.07.2016
Views:
1079
Downloads:
105
Metadata:
Categories:
FOV
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:
GORENC, Matjaž, 2016,
UVAJANJE PROGRAMA PODALJŠANEGA JAMSTVA V OBSTOJEČO PODPORO POTROŠNIKOM
[online]. Bachelor’s thesis. Maribor. [Accessed 12 April 2025]. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=59998
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Secondary language
Language:
English
Title:
IMPLEMENTATION OF EXTENDED CARE PROGRAM INTO EXISTING CONSUMER SERVICE SUPPORT
Abstract:
Company decided to implement extended warranty program. This program will bring changes into existing processes and add additional tasks to all stakeholders. Introducing new tasks means change in current processes and goal of this paper is to find such solution to process that will be able to fulfill consumer needs and wishes and will be financially acceptable for Company at its maximum. Paper describes wider context of current consumer support processes, which will act as a basis for introduction of new or changed processes related to extended care program. I next section of paper goals and criteria to reach goals are described. We have also described current information technology systems that Company use and current and possible interfaces between them. Understanding systems and interfaces between them is important for understanding processes. Further on we describe three proposed solutions for supporting extended care program. They are evaluated with multi parameter decision making method and based on selected criteria we calculated and proposed optimal solution. We listed suggestions and further development proposal at the end of this paper. These proposals are not only related to extended care program support but also to full consumer care process.
Keywords:
Warranty
,
Extended care
,
Consumer friendly
,
Multi-criteria decision making
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