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Title:Prenova sistema reševanja reklamacij v podjetju Led Luks d.o.o. : diplomsko delo
Authors:ID Sirk, Vid (Author)
ID Cikajlo, Imre (Mentor) More about this mentor... New window
Files:.pdf Vid_Sirk.pdf (1,65 MB)
MD5: 4CEE365390A24B230CCA3B3E46081B3E
 
Language:Slovenian
Work type:Bachelor thesis/paper
Typology:2.11 - Undergraduate Thesis
Organization:PTF - Faculty of Engineering and Management
Abstract:Učinkovito upravljanje reklamacij je ključnega pomena za ohranjanje zadovoljstva strank in dolgoročni uspeh podjetja. Podjetja, ki imajo dobro organiziran sistem sprejema in obdelave reklamacij, lahko hitro in učinkovito rešujejo težave strank, kar poveča zaupanje v podjetje. Poleg tega lahko s pomočjo zbranih podatkov o reklamacijah izboljšujejo kakovost izdelkov in storitev ter povečujejo konkurenčnost na trgu. V diplomskem delu se s pomočjo digitalizacije osredotočamo na optimizacijo sistema reševanja reklamacij v podjetju Led Luks, d. o. o. Najprej so predstavljene prednosti digitalizacije, nato pa je opisan postopek načrtovanja in izdelove aplikacije za upravljanje reklamacij. V nadaljevanju so predstavljeni začetno stanje v podjetju, končno stanje po implementaciji sistema ter ocena učinkovitosti novega sistema. Namen diplomskega dela je prikazati izboljšanje stanja po implementaciji nove metode za obravnavo reklamacij in predstaviti prednosti, ki jih ta prinaša. Primer izboljšave se kaže v času vrnitve reklamacijskih vprašalnikov, ki so bili poslani strankam, saj se je ta skrajšal z enega dne in pol na en dan. To za stranke pomeni eno tretjino krajšo čakalno dobo za odgovor.
Keywords:diplomske naloge, reklamacije, podjetja, digitalizacija, RMA
Publication status:Published
Publication version:Version of Record
Place of publishing:Nova Gorica
Place of performance:Nova Gorica
Publisher:V. Sirk
Year of publishing:2024
Year of performance:2024
Number of pages:XII, 37 str.
PID:20.500.12556/RUNG-8170 New window
COBISS.SI-ID:199880195 New window
UDC:005.9
NUK URN:URN:SI:UNG:REP:SGKCUNPP
Publication date in RUNG:26.06.2024
Views:920
Downloads:22
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Secondary language

Language:English
Title:Renovating the complaints handling system at Led Luks company
Abstract:Effective management of complaints is crucial for maintaining customer satisfaction and the long-term success of a company. Companies with a well-organized system for receiving and processing complaints can quickly and efficiently resolve customer issues, which increases trust in the company. In addition, by collecting data on complaints, they can improve the quality of their products and services and increase their competitiveness in the market. In the thesis, we focus on optimizing the complaint resolution system at Led Luks, d. o. o. company through digitalization. Firstly, the advantages of digitalization are presented, followed by a description of the planning process and development of an application for managing complaints. Next, the initial state of the company, the final state after the implementation of the system, and an assessment of the effectiveness of the new system are presented. The purpose of the thesis is to demonstrate the improvement of the state after the implementation of a new method for handling complaints and to present the advantages that it brings. An improvement example is shown in the time for returning complaint questionnaires that were sent to customers, which was reduced from one and a half days to one day. This means one-third shorter waiting time for customers to receive a response.
Keywords:Complaints, company, digitalisation, RMA


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