20.500.12556/DKUM-59084 Merjenje in analiza zadovoljstva odjemalcev Measurement and analysis of customer satisfaction Diplomska naloga predstavlja pregled zahtev glede merjenja in analize zadovoljstva odjemalcev v skladu s standardom ISO 9001 ter načine zbiranja in analize informacij o zadovoljstvu v podjetju in pri odjemalcih. Izveden je pregled obstoječega stanja s področja meritev in analize zadovoljstva odjemalcev v podjetju Sistemska Tehnika d.o.o. Podjetje izvaja meritve in analizo z uporabo notranjih in zunanjih informacij o zadovoljstvu, zato sem izvedel pregled uporabljenih postopkov in metod. Na osnovi analize obstoječega stanja so podani predlogi in usmeritve za prihodnje delo na področju merjenja in analize zadovoljstva odjemalcev. The work presents overview of requests regarding measurement and analysis of customer satisfaction in accordance with standard ISO 9001, as well as ways in which the information about satisfaction are collected in the company and with the customer and later analysed. Review of existing status in the field of measurement and analysis of customer satisfaction has been made in the company Sistemska Tehnika Ltd. The company implements measurement and analysis by using internal and external information about satisfaction. An overview of used procedures and methods has been made as well. Based on analysis of existing status, new proposals and guidelines for future work in the field of measurement and analysis of customer satisfaction have been made. kakovost zadovoljstvo odjemalcev proizvodnja reklamacije quality customer satisfaction production complaints true true false [S. Steblovnik] Slovenski jezik Angleški jezik Diplomsko delo 2016-05-03 22:14:21 2016-05-31 13:26:21 2022-06-19 03:06:43 2019-07-11 11:02:05 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.346:658.51(043.2) 19731990 URN:SI:UM:DK:BRTAL9MX VS_Steblovnik_Srecko_2016.pdf VS_Steblovnik_Srecko_2016.pdf 1 590F2B91686AD6CD764C23D022831FE2 f47161a12b2ac19cb62c5ad480dc7f9d4245d08acb4017b2a7a9bf146a7746f4 93b4a9e7-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=92960 Fakulteta za strojništvo 0 0 0