20.500.12556/DKUM-16868 OBVLADOVANJE PROCESA REKLAMACIJ V MLEKARNI CELEIA, D.O.O. MANAGEMENT OF COMPLAINTS IN DAIRY CELEIA, D.O.O. Reševanje reklamacij je za vsako podjetje zelo zahtevno in občutljivo vprašanje, saj potrošniki niso vedno zadovoljni in tako so nekateri med njimi nad izdelkom razočarani. Razočarani potrošniki lahko različno reagirajo na neizpolnjena pričakovanja in to kažejo na različne načine. Za podjetje je najugodnejši način, da se potrošnik po nakupu obrne na podjetje. Tako je podjetju ponujena priložnost, da korektno reši reklamacijo in izboljša proces. V Mlekarni Celeia, d.o.o. smo najprej zajeli vse reklamacije, ki so se obravnavale v letu 2009, in nato predstavili izboljšavo postopka reševanja reklamacij, saj se je dogajalo, da postopek reševanja reklamacij ni bil vedno enak ter da so ostale nekatere prejete reklamacije neevidentirane. Pomembno je, da se bomo v nadaljnje posluževali izboljšanega postopka reševanja, saj mora biti proces ravnanja z reklamacijami lahko dostopen za vse potrošnike. S stalnim izobraževanjem zaposlenih bomo dosegli, da bodo informacije, ki so potrebne za uspešno reševanje, razumljive in dobro predstavljene potrošnikom in na ta način izboljšali proces reševanja reklamacij v podjetju. Complaint solving process is a very difficult and delicate issue for every company. The customers are not always satisfied and for some of them, the expectations about the product are not met. Disappointed customers can react differently considering their unmet expectations and they show this in different ways. Every company's most favorable way is that the customer, applies directly to the company. This way, the company has the chance to solve the reclamation correctly and satisfies the affected customer. In Mlekarna Celeia, d.o.o., we first collected all the reclamations, treated in 2009, and then introduced the improved complaint solving procedure. The improvement is needed because it has happened that the complaint procedure has not always been the same and that some of the received complaints have remained unrecorded. It is important to hold on to the improved solving procedure in the future as the complaint solving procedure needs to be easily accessible to all the customers. By educating the employees we will achieve that all the information, needed for successful complaint solving, will be comprehensive and well presented to the customers, thus we will improve the procedure of complaint solving in our company. Management kakovosti zadovoljstvo potrošnikov reklamacija reševanje reklamacij Quality management customer satisfaction reclamation reclamation solving true true false Slovenski jezik Angleški jezik Diplomsko delo 2010-11-29 09:37:42 2011-03-23 09:58:44 2022-04-13 08:58:47 2023-12-21 03:21:22 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6829587 URN:SI:UM:DK:OM4ZW7GQ VS_Zmavc_Ana_2010.pdf VS_Zmavc_Ana_2010.pdf 1 D6D7F9447453685C8506E56B4A2CC69F 9a36111cab77de148e860eecf33b072b675bfbc8f697d0765f135db3e5f7f430 bfd9297b-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/141ba4f8-1f3b-4e10-8080-ee965d1d2609 https://dk.um.si/Dokument.php?lang=slv&id=19332 Fakulteta za organizacijske vede 0 0 0