20.500.12556/DKUM-60244 ANALIZA IN REŠEVANJE REKLAMACIJ V PODJETJU AJM D.O.O. ANALYSIS AND SOLVING THE COMPLAINTS IN THE COMPANY AJM D.O.O. Kakovost je tiste vrste izraz, ki v podjetjih pomeni največ, saj se ga povezuje z izpolnjevanjem in včasih morda tudi s preseganjem zastavljenega od pričakovanja kupcev. Je nadvse pomemben trženjski dejavnik vsakega naprednega podjetja. Namen diplomskega dela izhaja iz potrebe po nenehnem iskanju potencialov za izboljšanje sistema managementa kakovosti, saj lahko pripelje podjetje AJM do željenih ciljev in zadovoljnih uporabnikov. S tem podjetje ohrani konkurenčnost in prednost v kakovosti ponujenih izdelkov in storitev. V teoretičnem delu diplomskega dela je predstavljen standard ISO 9001:2008, kateremu sledi skozi celotno diplomsko delo opredelitev poslovnika managementa kakovosti v podjetju AJM okna, vrata, senčila d. o. o. in zagotavljanje kakovosti svojih izdelkov. V aplikativnem delu je obravnavana problematika s področja reševanja reklamacij v podjetju, ki se ukvarja z izdelavo stavbnega pohištva. Podrobno je predstavljen način reševanja pritožb in problemov, ki se pogosto pojavljajo. Podani so tudi predlogi in konkretne rešitve za preprečevanje ponavljajočih se reklamacij, kot je strokovno izobraziti serviserja, označevanje vhodnega in porabljenega materiala, popolna zatemnitev prostorov z roletami, ter dodana natančna navodila za prezračevanje prostorov. Quality is a concept that is highly valued in companies, because it is associated with the fulfilment and sometimes even with exceeding of the set of customers' expectations. Quality is extremely important marketing factor of each of the advanced companies. The purpose of this thesis follows the need of the constant search for potentials to improve the quality management system, which can bring the company AJM to the desired objectives and satisfied users. With that the company remains competitive and keeps advantage in the quality of products and services offered. The theoretical part of the thesis is consisted of initial description of ISO 9001:2008, followed by the presentation and explanation of the quality manual of the company AJM okna, vrata, senčila d. o. o. and ensuring of the quality of their products. The applicative part discusses the scope of resolving complaints in the company, which is engaged in the manufacture of joinery. A method for dealing with complaints and problems that often occur is presented in details. Suggestions and concrete solutions for the prevention of recurring complaints are also given, as it is to educate a professional service technician, labelling of input and used materials, complete darkening of places with shutters and added detailed instructions for ventilation. ISO standard 9001:2008 kakovost poslovnik kakovosti reklamacija pritožba reševanje reklamacij. ISO standard 9001:2008 Quality Quality rules Complaint Appeal Resolving complaints. true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2016-06-10 18:25:32 2016-10-04 18:19:37 2022-06-22 03:06:29 2019-07-11 11:39:56 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7712787 URN:SI:UM:DK:WJVHERBL VS_Grahovac_Goran_2016.pdf VS_Grahovac_Goran_2016.pdf 1 988D15CC5AD83ABDD12AB5085381E10E b40b6a199bea40c1d8f61837d7247182a0c3f268b373127b7e58038dc112b7c0 bcaebbd7-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=94972 Fakulteta za organizacijske vede 0 0 0