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Title:
Merjenje in analiza zadovoljstva odjemalcev
Authors:
ID
Steblovnik, Srečko
(
Author
)
ID
Ačko, Bojan
(
Mentor
)
More about this mentor...
Files:
VS_Steblovnik_Srecko_2016.pdf
(3,15 MB)
MD5: 590F2B91686AD6CD764C23D022831FE2
Language:
Slovenian
Work type:
Undergraduate thesis
Typology:
2.11 - Undergraduate Thesis
Organization:
FS - Faculty of Mechanical Engineering
Abstract:
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.
Keywords:
kakovost
,
zadovoljstvo odjemalcev
,
proizvodnja
,
reklamacije
Place of publishing:
Maribor
Publisher:
[S. Steblovnik]
Year of publishing:
2016
PID:
20.500.12556/DKUM-59084
UDC:
005.346:658.51(043.2)
COBISS.SI-ID:
19731990
NUK URN:
URN:SI:UM:DK:BRTAL9MX
Publication date in DKUM:
31.05.2016
Views:
1971
Downloads:
235
Metadata:
Categories:
KTFMB - FS
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Secondary language
Language:
English
Title:
Measurement and analysis of customer satisfaction
Abstract:
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.
Keywords:
quality
,
customer satisfaction
,
production
,
complaints
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