Renovation of products complaints process in dc ptuj

Logistika ima pomembno vlogo pri poslovanju podjetja in ima močan vpliv na razvoj le tega. Omogoča premike blaga in pospešuje prodajo blaga in storitev. Če blago ne prispe pravočasno ali če ne prispe na pravo mesto, povrh tega pa še ne v pravi količini ali kakovosti, nikakor ne more priti do prodaje. V diplomski nalogi so predstavljeni procesi reklamacij, ki potekajo v podjetju Mercator distribucijski center Ptuj. Distribucijski center Ptuj v sistemu distribucije predstavlja prostor kamor dobavitelji dostavijo naročeno blago (živilsko in neživilsko) in od koder le-to dostavljeno v maloprodajne enote in končne uporabnike. V teoretičnem delu je predstavljen pojem reklamacij, zakonodaja in reševanje, modeliranje poslovnih procesov in prenova poslovnih procesov. V praktičnem delu so na osnovi posnetka stanja s pomočjo programskega orodja ARIS izrisani poslovni modeli procesa reklamacij. Iz tega smo izvzeli proces, kije bil najbolj kritičen in potreben prenove. Ključni problem, ki smo ga želeli rešiti je bil kako skrajšati potek procesa reklamacij do vrednosti 20,00 EUR in s tem zmanjšati stroške. Na podlagi analize in mnenja zaposlenih smo podali predloge za izboljšave s prenovljenimi modeli procesa reklamacij s pričakovanimi učinki. Kot izboljšavo smo predlagali, da se reklamacije do vrednosti 20,00 EUR naj ne bi vračale iz maloprodajnih enot nazaj v DC Ptuj, saj le te gredo v odpis. S tem smo na podlagi časovnih in stroškovnih izračunov upravičeno skrajšali proces poteka reševanja reklamacij in znižali stroške.Logistics has an important role in a company\u27s business and has an influence on the development of the company. It enables transportation of the merchandise and increases the sale rate of the merchandise and srevices. If the merchandise doesn\u27t arrive on time or it arrives to the wrong place and above that in the wrong quantity or quality, the sale won\u27t take place. The processes of complaint returns, which take place in the company Mercator distribution center Ptuj, are presented in the diploma. In the system of distribution, the distribution center Ptuj presents a place where the suppliers deliver the ordered merchandise (foodstuff and non-foodstuff) and from where it is delivered to retail units and consumers. The concept of complaint returns, legislation, solutions, modeling of business processes and renovation of business processes are presented in the theoretical part. Business models of the complaint returns process are plotted in the practical part. They are plotted on the basis of a snapshot with the help of the software tool ARIS. The process which was the most critical and in need of renovation was chosen. This process is the complaint returns process for merchandise of value up to 20,00 EUR, which needs to be shortened to reduce the costs. On the basis of the analysis and opinions of employees, the suggestion for improvements with renewed models of the complaint returns process with expected effects is given. It is suggested that the complaint returns of merchandise of value up to 20,00 EUR should not be returned from the retail units back to distribution center Ptuj, because they go to cancelation. On the basis of time and cost calculation,the process of solving complaint returns is shortened and the costs are reduced, using this suggestion