20.500.12556/DKUM-63164 MERJENJE ZADOVOLJSTVA INTERNIH KUPCEV MEASUREMENT OF INTERNAL CUSTOMER SATISFACTION Diplomsko delo je postavljeno v kontekst velikega proizvodnega podjetja, v katerem se skozi daljše časovno obdobje srečujejo z nezadovoljstvom internih kupcev s storitvami Oddelka nabave. Namen diplomske naloge je izvesti raziskavo, ugotoviti razloge nezadovoljstva uporabnikov storitev in izdelati predlog preventivnih in korektivnih aktivnosti za odpravo nezadovoljstva. Z namenom, da bi izboljšali komunikacijo in učinkovitost reševanja nastalih problemov ter zagotovili celovit pregled nad izraženo problematiko s strani uporabnikov storitev, smo predlagali uvedbo internega CRM – Custumer Relationship Management sistema. Merjenje zadovoljstva uporabnikov storitev je bilo izvedeno s pomočjo e-ankete. Rezultati ankete so nam omogočili, da smo pridobili globlji vpogled v nezadovoljstvo uporabnikov storitev Oddelka nabave. Izdelali smo plan preventivnih in korektivnih aktivnosti, vse z namenom, da izboljšamo zadovoljstvo uporabnikov storitev Oddelka nabave. The thesis tackles the problem of internal customer dissatisfaction with services at the Purchasing Department in a large manufacturing company. The aim of the thesis was to conduct a survey in order to find out the reasons of service user dissatisfaction and create a plan of preventive and corrective actions to eliminate dissatisfaction. Implementation of internal CRM – Customer Relationship Management system was suggested with the goal of improving communication and problem-solving efficiency while ensuring a comprehensive overview of the problems expressed by the service users. Customer satisfaction was measured with the help of an e-survey. The results provided us with an insight into the customer dissatisfaction at the Purchasing Department. A plan of preventive and corrective actions was created in order to improve customer satisfaction at the Purchasing Department. proizvodno podjetje Nabava zadovoljstvo internih kupcev e-anketa CRM manufacturing company Purchasing Department internal customer satisfaction e-survey CRM true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2016-09-07 06:17:13 2016-10-06 10:21:59 2022-07-01 03:09:15 2019-07-11 13:11:40 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7733011 URN:SI:UM:DK:XMI8RGEA UN_Kerin_Nenad_2016.pdf UN_Kerin_Nenad_2016.pdf 1 927CD631497F914D1F04BFCF41768099 a3db03a9e49ea84fb88d2740bcbde0ce5c545e354bcae5c0dd47f063071a5c9b 6a7c2f36-7c0d-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=103834 Fakulteta za organizacijske vede 0 0 0