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Comparison of the Global and Local Food Supply Chains
DVOŘÁČKOVÁ, Tereza
The objective of this bachelor thesis is a comparison of three different food supply chains which distribute fruit and vegetables with focusing on a customer service, logistics costs and an influence of transfers on the environment. This work is focused on the system of logistics of individual supply chains, there is the comparison of relevant indicators and finally there are determined critical factors, suggestions and recommendations.
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Customer relationship management in the selected company
ŠESTÁKOVÁ, Denisa
The main aim of this thesis was to analyze the customer relationship management in the selected company and to provide suggestions for its improvement. For the practical part was chosen PORSCHE ČESKÉ BUDĚJOVICE company, which ranks to the most important dealers in the automotive industry in South Bohemia thanks to the professional attitude of its staff and excellent facilities. The selected company is concentrated on the customer in all respects. Therefore, important aspects of the ?customer care? are also mentioned in this work. Readers should find tips to improve the daily contact of touch points witch customers. In the practical part were performed an evaluation of the current CRM as well as a subsequent analysis of the customer satisfaction for the relevant period. From the evaluation follows that a central customer database is necessary. The newly created database will enable flexible customer contact, the CRM staff's work will be more effective and the management of this company will be able to better analyze the structure of the customer base and to carry out the evaluation of cumulative purchases with resulting bonuses for the key customers. During the survey the selected sample of customers showed their preferences in methods of after sale contact. They are interesed in the online contact more than in the present telephone contact. The management of the company should respect the preferences of their customers. Only then a relevant feedback from their customers can be expected. Sufficiently qualified and properly motivated front-line staff is essential to ensure the optimum service level. Thanks to a bonus for succesfully mastered ?mystery shopping? it is possible to motivate the sellers to an ultimate customer care. The relationship between the company and the customer should be useful for both parties. This is the way how to ensure a long-term and functional cooperation.
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Building relationship with customers in Supply Chain Management
Kaluzhna, Yevgeniya ; Pernica, Petr (advisor) ; Jirsák, Petr (referee)
Application of supply chain management is still relatively recent practice, but it's importance is growing over time. Today, in the era of customer centricity, in order to become competitive firms shouldn't avoid collaboration with it's supply chain partners. Purpose of my thesis was to find out how supply chain management can contribute to building relationship with customers, who are the basis of any existing company. First part summarizes knowledge about supply chain, compeptitive strategies, customers, types of supply chains and customer relationship management. Particular part is dedicated to customer service and how supply chain management can contribute to it's improving. It describes also what meaning has customer service for future competitiveness. In second part, I presented the case of Zappos.com. E-retailer, which aligning entire functional strategies and whole supply chain to common strategic purpose managed to build excellent relationship with it's customers.
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The entry of JAF HOLZ Co. the Czech market
Němec, Tomáš ; Halík, Jaroslav (advisor) ; Havelka, Josef (referee)
The first chapter introduces the most important forestry business organization in our country. The second chapter talks about the company itself entering the Czech market. The third chapter provides a disassembly of customer service company. In the fourth chapter I compare two major while competing products of the company.
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Mystery shopping - Comparison Douglas vs. Sephora
Homola, Martin ; Zamazalová, Marcela (advisor) ; Šojdel, Václav (referee)
A fight for customer is nowadays a typical sign of business. There is no doubt about an importance of a customer service. If a company doesn't dispose of quality in this point of view, a dissatisfied customer will use competitor's service in future. There is plenty of sellers, who don't master their roles. However, to measure the quality of service is difficult. One of methods that are used by a modern marketing, is mystery shopping. This instrument serves for an identification of imperfections in the process of service, where occurs a contact between the seller and the customer. It reveals a relief and a complete approach of staff to customers. Based on this there is a possibility to compare results with standards and norms of the company, but also with competitors, the market. Identification of the best and the worst parts is a possibility to improve the performance and the quality of service. A topic of my dissertation is usage of mystery shopping to compare the customer service in perfumeries Douglas and Sephora. The aim of the dissertation is to recommend steps concerning customer service to Douglas and Sephora based on results of mystery shopping. Partial aims are judging aspects as the importance of time of shopping, whether there is a difference between quality of customer service during week and on weekend, how much it's important if the customer is a man or a woman, or if the critical factor is customer's age. I will also try to prove that prices in common stores are noticeably higher than in e-shops.
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The Using Logistics in a Manufacturing Company
BODLÁKOVÁ, Alena
This bachelor thesis deals with using logistics in the brewery Městský pivovar PLATAN s. r. o. It reports on the present state of alcoholic and non-alcoholic drinks consumption in the Czech Republic. The consumption of non-alcoholic drinks and non-alcoholic beer has a significantly increasing trend. The largest part of alcoholic drink consumption in the Czech Republic is beer. The strategy of the brewery Platan is presented. The strategy should lead to maintain the sale position the company has reached. An analysis of competitive environment was performed for the investigation of market position of the company Platan. The study describes the material flow and information flow in the company as well. The material flow was described in terms of inputs, production, outputs and reverse logistics. The results of this study show that the gastronomy sphere customers have the widest requirements. Based on the questionnaire investigation, the standards in providing brewing services were compiled. Finally, the distribution services was examined and the possibility of using own transportation when compared to the outside forwarding agent services was explored.
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Customer service as a CRM tool
Smiková, Lenka ; Průša, Přemysl (advisor) ; Pařízek, Karel (referee)
The bachelor thesis analyzes and assesses the marketing mix of Prague City Apartments, s.r.o. It is focused on functioning of customer service as a part of the concept of Customer Relationship Management (CRM). The analysis is based on theoretical knowledge of marketing of services and CRM and on the importance of customer service in rendition of services, particularly in tourism and hotel industry. The thesis provides, via SWOT analysis, suggestions for improving quality of customer service - a tool for building relationships with customers.
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Communication strategy of Czech Airlines
Teleuova, Saida ; Halík, Jaroslav (advisor) ; Sokolovská, Pavla (referee)
Czech Airlines is one of the oldest airlines in Europe. The company has provided services to passengers since 1923. Right up to the present, it has gained an enormous amount of experience and has grown into a modern airline, boasting a number of awards for the quality of our services. In order to satisfy customer all the demands, wishes and tastes should be considered. Traditional methods of planning, controlling and monitoring of production and services process are not applicable any more. The new methods of dynamic approach are used, such aspects as developing interior/exterior design, quality control and management, Process and capacity design, and customer service.
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Customer service in logistics of the company
Tomanová, Veronika ; Cimler, Petr (advisor) ; Hommerová, Dita (referee)
The present state of the company AKUMA, a.s.; an analysis of the working of the external logistical department in the company; components of a customer service; a detailed description of the function of the customer service, a flow of important documents, the despatch department and container management in the VW concern; a description and a loading of EDI (electronic data interchange) of particular customers and relevant documents; a planning of a production for customers
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