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Consumer protection from dangerous food in the Czech republic
Šestáková, Klára ; Kořánová, Helena (advisor) ; Hůlová, Marie (referee)
The thesis is focused on protecting consumers from dangerous foodstuffs and analysis of valid systems in the Czech Republic. In the theoretical part, current legislation that dealing with regulation of consumer protection and general description of food safety and quality is introduced. Further, activities of supervisory authorities and characterization of a European system of RASFF are mapped. Then, the analysis of occurence of unsafe food in the last five years is accomplished. In the practical part, survey, which aimed to analyze consumers' awareness on the protection of consumers from unsafe food was carried out.
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Improving the quality of service provided by PFP s.r.o. with help of its own call centre
Jílková, Markéta ; Kořánová, Helena (advisor) ; Janatová, Lenka (referee)
The main objective of this thesis will be to propose a project to establish a new internal call centre of company PFP s.r.o., which mainly deals with insurance of motor vehicles and became the first website to compare products and prices in the insurance market . The thesis will describe operation of the company before establishment of the call centre and will identify key considerations which led the company to the idea of building an internal call centre. The thesis will focus on identifying and proposing appropriate processes that will led to improved quality of service while communicating with clients of PFP s.r.o. and also ensure a more efficient employees. The practical part will propose specific actions that will ensure smooth running of the new call centre.
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Analysis of customer satisfaction with the services of the company ODEVA, spol. s r.o. Lipany
Dolinská, Tatiana ; Kořánová, Helena (advisor) ; Dvorský, Aleš (referee)
The aim of the thesis is based on the questionnaire survey to analyze customer satisfaction with the services of the company ODEVA, spol. s r.o. Lipany. The questionnaire was sent to customers by e-mail and data which have been collected through it have been processed into graphs and charts. The thesis is divided in two parts. In the theoretical part I define step by step services in the sphere of production, quality as well as customer satisfaction. I also describe reasons why the company should monitor customer satisfaction and at the end of this section I describe the standard procedure for monitoring and measuring customer satisfaction. The practical part deals with the short description of the textile and clothing industry in Slovakia, as well as the company in which the research was conducted. Outcomes of the research are analyzed and on that basis recommendations in order to improve services are proposed at the end of the thesis.
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Activities of corporate social responsibility of the company Orange Slovakia
Bačovčinová, Anna ; Kořánová, Helena (advisor) ; Plášková, Alena (referee)
Purpose of the bachelor thesis titled "Activities of corporate social responsibility of the company Orange Slovakia" is to analyze the social responsibility activities of the company Orange Slovakia. The work is divided into theoretical and practical part. The theoretical part focused on the basic terms necessary to understand the issues. The application part of the thesis is dedicated to autor's research of the company , the analysis of its CSR concept and comparison with GRI standard. Using a questionnaire survey was discovering the attitude of the customers to the concept of CSR and its impact on their buying decisions. The conclusion includes assessing the company's policy, recommendations and suggestions for the future.
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Brand of qulity for food
Partynglová, Hana ; Hykš, Ondřej (advisor) ; Kořánová, Helena (referee)
The aim of this thesis is to define the concepts of food quality and brand quality. The thesis provides an overview of the current status of the most important and famous quality brands in the food market in the Czech Republic. The thesis maps about the quality of food and the perception of quality brands for food among czech consumers via a questionnaire. Write recommendation for consumers and producers. Results showed that the most important factor when choosing food is flavor. The most famous brand of quality is Klasa. The results showed low consumer awareness of quality brands.
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The application of the QFD method in the selected organization
Vondráková, Radka ; Plášková, Alena (advisor) ; Kořánová, Helena (referee)
The aim of this Master's Thesis is to propose improvement of the process of providing selected service, specifically serving food in the AV Gastro canteen located in the University of Economics, Prague Žižkov, for customers using the method Quality Function Deployment (QFD abbreviated), converts customer requirements into measurable indicators and set improved values. The interviewing technique based on use of questionnaires in written and electronic form was used to disclose customer requirements. One step of this method is the technical competitive assessment of functional requirements, the mystery shopping method was used for this. The graphical output of this method is the set of matrices called the house of quality. Various measures including the outline of associated costs were proposed based on outputs of QFD.
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Consumer protection from dangerous products in the Czech Republic
Růžková, Kateřina ; Kořánová, Helena (advisor) ; Hůlová, Marie (referee)
This work deals with the protection of consumers from dangerous products and with systems of protection in the Czech Republic. The theoretical part includes consumer protection legislation and general safety of products. A special chapter is devoted to institutions of supervision and consumer's organizations that oversee the safety of the products, among the systems that are in work described, belong to RAPEX information system, RASFF information system and Hazard analysis control point (HACCP). The practical part presents a survey that was conducted among consumers in the form of questionnaire survey. The aim of the survey was to analyze the general consumer knowledge and information about European systems RAPEX, RASFF and HACCP.
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Quality of services in hairdressing
Klučarová, Pavlína ; Kořánová, Helena (advisor) ; Hůlová, Marie (referee)
The aim of the study was to determine customer satisfaction with hairdresser services in selected based on a questionnaire survey, evaluation of service quality and suggestion for improvement. In the theoretical part of the thesis describes the approaches of quality management. It is also described seven instruments and explained improving service quality concepts and quality process. The practical part is processed on the selected process quality hairdressing, further demonstration of the flowchart and the last part is devoted to the research. The conclusion is a summary of the strengths and weaknesses hairdresser with recommendations for improvement.
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Alternative dispute resolution with emphasis on consumer protection
Horn, Kryštof ; Kořánová, Helena (advisor) ; Wintr, Jan (referee)
The thesis describes the concept of alternative dispute resolution (ADR) and it's various methods in the theoretical introduction. It describes the new draft law on mediation and the amendment to the Arbitration Code. Then it focuses on the methods of ADR concerning consumer disputes, and finds that not all of them are actually used. For example the ADR Project run by the Ministry of Industry and Trade has never been used much and is currently in decline. Neither the institute of the Financial Arbiter is a key venue for consumer disputes resolution. In the practical part relatively frequent use of the arbitration proceedings is found. The thesis provides practical analysis of several factual contracts, interviews with judges and practitioners as well as other findings from the scientific debate concerning the appropriateness and dangers of arbitration in consumer disputes.
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