Complaints analysis in the company Intereuropa ltd

Reklamacije so odraz uspešnosti oz. kakovosti izdelkov ali storitev. Predstavljajo širok pojem, saj se z njimi srečujemo v vsakodnevnem življenju. Imajo izreden pomen tako za podjetje kot za stranko. Reševanja reklamacij se moramo lotiti na profesionalen in odgovoren način. Osnovni cilj diplomske naloge je podati dva možna predloga rešitev glede na obstoječe stanje podjetja. Diplomsko delo je razdeljeno na dva dela. Prvi del zajema teoretični del, drugi del je praktičen. V teoretičnem delu bomo z metodo klasifikacije definirali naslednje pojme: reklamacija, pritožba, čas in stroški. Uporabili bomo tudi deskriptivno metodo, s pomočjo katere bomo prikazali, kako v teoriji poteka reševanje reklamacij z vidika potrošnika ter predstavili, kakšen pomen imajo reklamacije za podjetje. V praktičnem delu našega diplomskega dela bomo predstavili dve možni rešitvi. Prva rešitev je organizacijska metoda 5 × zakaj. S pomočjo nje bomo prikazali vse možne vzroke za nastanek reklamacij. Druga rešitev pa je uvedba novega delovnega mesta za reševanje reklamacij na oddelku Mednarodni prevozi. Tukaj je zaznati preobremenjenost zaposlenih. Rezultati kažejo, da bi organizacijska metoda 5 × zakaj bistveno izboljšala obvladovanje reklamacij, uvedba novega delovnega mesta na oddelku Mednarodni prevozi pa bi razbremenila zaposlene s časovnega vidika.Complaints are reflections of successfulness and quality of products and services. They present a wide term because we meet with them in everyday life. They have exceptional meaning for a company and a customer. Solving of complaints has to be professional and responsible. The main goal of the diploma thesis has been to present two possible suggestions for solutions according to the current state of the company. The diploma thesis has been divided into two parts. The first one is the theoretical part and the second one is practical. The theoretical part will define the following terms a complaint, an appeal, time, and costs with the method of classification. We will also use the descriptive method and we will present how solving of complaints is done in theory from the point of customer\u27s view and present what the meaning of complaints for the company is. The practical part of our diploma thesis will present two possible solutions. The first solution is organizational method 5×Why. We will present all possible causes for complaints with it. The second solution is introduction of new job position for solving of complaints at the department International transport. We can notice overload of the employees. The results show that the organizational method 5×Why would substantially improve mastery of complaints and the introduction of new job position at the department International transport would relieve the employees from the perspective of time