CLAM SOLVING WITHIN IKA D.O.O.

V diplomski nalogi je predstavljena analiza števila in vrste reklamacij v podjetju Ika d.o.o.. Preko elektronske pošte ter na sedežu podjetja je bila aprila 2009 izvedena raziskava o številu ter vrsti reklamacij v podjetju. Analiza anket je pokazala, da je v podjetju 60 % količinskih in 40 % kakovostnih reklamacij. Največ reklamacij 47% je bilo na področju ogrevalne tehnike sledi ji sanitarni program 34%, vodovod 16 % ter industrijski program. Kljub reklamacijam bodo stranke še vedno kupovale v podjetju. Vsaka reklamacija, ki jo podjetje prejme, je povratna informacija, kjer lahko spremljamo proizvajalce in izvajalce ter kakovost njihovih izdelkov in storitev V primeru, če je kakovost nekega proizvajalca na nižji ravni se z njim najprej pogovorimo o možnih izboljšavah pri kakovosti izdelka ter o možnosti zamenjave le-tega, če se kakovost njegovega izdelka ne bo izboljšala. Torej je potrebno proizvajalca izdelka vspodbujati, da skuša izboljšati kakovost svojih izdelkov, da ne bi prihajalo do reklamacij ter s tem povzročalo nezadovoljstvo kupca. Zato bi v podjetju morali s primernim sistemom obravnavanja reklamacij in računalniškim programom stalno nadzorovati količino reklamacij, ki prihajajo v podjetje ter obveščati proizvajalce in izvajalce o nastalih reklamacijah zaradi njihovih izdelkov.The thesis presents an analysis of the number and types of complaints in the company Ika d.o.o. We conducted a survey on the number and types of complaints through e-mail and at the headquarters of the company in April 2009. The analysis of the polls showed, that 60% of the complaints were regarding volume and 40% were regarding quality. Most complaints (47%) were in the field of heating techniques, followed by sanitary programme (34%), water supply (16%) and the industrial program. Despite the complaints, the customers are still buying in the company. Every complaint sent to the company is accepted as feedback, from which we can track the producers and performers and the quality of their products and services. In the case, where quality of a manufacturer is at a lower level, we discuss with him about possible improvements in product quality and about a potential replacement, if the quality of its product would not improve. So it is necessary to encourage the manufacturers into improving the quality of their products, in order to avoid complaints and thus buyer dissatisfaction. Therefore, the company should build a suitable system of dealing with complaints and a computer programme, that would continually monitor the amount of complaints, that come into the company, and inform the manufacturers and operators on the complaints regarding their products