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Specification of requirements for a new information system for complaints and claims management Brandejsová, Kristýna ; Švecová, Lenka (advisor) ; Pokorná, Jana (referee) The aim of the thesis is the specification of user requirements for complaints and claims management in selected company providing financial services in the Czech Republic. The first section explains the basic theoretical background in the field of process management and information systems. It is also discussed the view of complaints and claims management from customer side. The second section describes the system of complaints and claims management in the company. Based on the analysis of the process the next section specifies the user requirements for a new information system and assesses expected benefits and potential risks of implementing a new information system. Detailed record

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