20.500.12556/DKUM-14180 IZBOLJŠAVE KAKOVOSTI NA PODLAGI ANALIZE REKLAMACIJ V AVTOMOBILSKI INDUSTRIJI THE IMPROVEMENTS OF QUALITY BASED ON ANALYSIS OF COMPLAINTS IN THE AUTOMOTIVE INDUSTRY Raziskava moje diplomske naloge se nanaša na problematiko enega od ključnih procesov v podjetju Unior d.d., to je izboljšava kakovosti na podlagi analize reklamacij, ki se pojavljajo v proizvodnem programu Odkovki. Program Odkovki proizvaja izdelke in polizdelke za avtomobilsko industrijo, pri čemer pa prihaja tudi do reklamacij njihovih strank. Osrednji problem pri reševanju reklamacij, ki ga bom obdelal v diplomski nalogi je, kako najbolj pravilno in ustrezno, predvsem pa pravočasno rešiti vsako reklamacijo. Pravilen in ustrezen način, ter pristop reševanja reklamacij je namreč za vsako podjetje, katerega uspešnost in učinkovitost je odvisna od trga in strank, bistvenega pomena. Največjo vlogo pri tem imajo prav zaposleni, predvsem pa je pomembna njihova sposobnost opravljanja timskega dela oziroma 8-D metoda, ki je sistematično zastavljena metoda za reševanje napak s pomočjo 8-ih korakov, ko je problem tako velik, da znanje ene osebe ne zadošča za rešitev problema. Poleg tega pa bom predstavil vrsto ukrepov, ki so potrebni za nadzor in rešitev reklamacij, kot tudi spremembe vodenja kakovosti v samem podjetju, s katerimi se bomo prepričali, da je glavni vzrok problema resnično odpravljen. The research of my diploma concerns the problem of one of the main processes in the company Unior Ltd., which is to improve the quality based analysis on complaints that appear in production programme of Forgings. The Forgings programme produced product and semi – manufactured products for the automotive industry, where complaints of their customers also occur. The central issue when resolving complaints, that I will be dealing with in my diploma is how to resolve each of them the most correctly, appropriate and especially on time. The adequate and appropriate manner and approach of resolving complaints are essential significances for each company whose success and effectiveness depend on the market and customers as well. The greatest part have also employees in particular their ability to provide successful teamwork and 8-D method, which ia s systematic method designed for solving questions of errors throught 8 steps, where the problem is so big that one person's knowledge is not sufficient to solve the problem. In addition, I will present series of measures that are needed to control and resolve customers complaints linked with changes in managing the quality avtomobilska industrija kakovost reklamacije izboljšave metoda 8-D. automotive industry quality complaints improvements method 8-D. true true false [T. Bukovšek] Slovenski jezik Angleški jezik Diplomsko delo 2010-05-31 11:45:54 2010-06-04 13:07:29 2022-04-12 11:48:24 2023-12-17 03:24:39 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 629.113:658.818.4(043.2) 14309910 URN:SI:UM:DK:0HKLGIXZ VS_Bukovsek_Tadej_2010.pdf VS_Bukovsek_Tadej_2010.pdf 1 B3385C4F146352177DDCCC533BAFC58D e32138ad7868899fd70b7d39a7caab222d32da38f6ac754c1b2fcd65abcd8c24 177158cc-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/446625b6-5bf5-4cc0-b83a-ee7802e22e0a https://dk.um.si/Dokument.php?lang=slv&id=14943 Fakulteta za strojništvo 0 0 0