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Assess the impact of quality management in the business to strengthen its competitiveness
NOVOTNÝ, Jaromír
The aim of this bachelor work is to evaluate the quality management system with the aspect on competitive advantage of the company GiTy, a. s., based in Brno. The company has been operating for over 20 years. The work is complemented with clearly organized tables and graphs. On the basis of the information (evaluation report IMS 2008), an analysis was made of the state of management of the quality management system, which was the basis for a proposal to improve. An analysis also showed that the company needed GiTy certification (QMS, EMS, ISMS) to obtain 88% of its sales. This finding can document the importance of the quality system in GiTy, but also on the Czech market. Incremental improvements to the proposal is the introduction of the cost of monitoring the quality of the company to better manage the money spent on quality. The main proposal is to improve the introduction of service management system (ISO 20000). This system of business in the beginning of the introduction of debit cost of 120000 czech crown, but the benefits will be substantially higher. The purpose of this system is to increase the level of service, reduce costs, risk and time to introduce new products and services, improve use of resources, increasing productivity and obtaining a competitive advantage over other providers of IT services.
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Sponsoring in the financial area
Sýkorová, Eliška ; Postler, Milan (advisor) ; Medek, Milan (referee)
This thesis examines how can be sponsoring used in the financial area, especially in the insurance business. Definition of sponsoring as one of the tools of commercial communication is given and also the specifics of sponsoring in the financial area are described. This thesis also presents the main sponsored project of Kooperativa insurace company, especially it distinguishes the project of International music festival in Český Krumlov. There are also some suggestions for future improvement in this thesis.
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The analysis of the number of reclamations and of the reclamations handling process in the LASSELSBERGER, a.s. company
Davídková, Veronika ; Hykš, Ondřej (advisor) ; Plášková, Alena (referee)
Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.
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Complaint analyse in Black and Decker
Zrůstová, Pavla ; Hůlová, Marie (advisor) ; Chvojková, Helena (referee)
This thesis is divided into two parts. First part includes simple analyse of recieved complaints in 2005 - 2008. Target of this tehsis is finding of the most problematic places in system of quality management by the way of complaints. In second part are solved individual complaints taken in 2008. Effect of this thesis is formulation of proposals and actions for improvement of whole quality management system in Black and Decker.
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Raising test process maturity in IT company
Kučera, Martin ; Buchalcevová, Alena (advisor)
This thesis deals with the issue of process optimalization in the field of test discipline which is a fundamental part of software development. An approach providing improvement of test processes is applied in the environment of a test department in a selected company. Concept of raising process capability and maturity presented in CMMI model is used for this purpose. The first goal of the thesis is a provision of theoretical background devoted to software testing, process approach and capability and maturity models, that will accommodate enough with the clarity of the document text, as well as to provide insight into the whole subject. Theoretical interpretation will be compiled using on-line resources available for free, author's bachelor thesis and facts obtained through the studies and from educational materials. Attention will be focused on the definition of important facts and mutual relationship between the areas of interest. Description of initial state, changes carried out and current state of organizational structure, processes and documentation in the test department of the company was selected as a following goal. Process models consisting of diagrams, description tables and textual characteristics of identified processes will be created. Structure of documentation and of its parts will be accentuated through the description of documentation state and changes, furthermore a chronological sequence of taking the documents into practice and explanation of its importance in testing will be present. In order to offer a comprehensive view, a description of organizational structure and department member's competence will be available. As the last goal, arrangement proposal to obtain a higher process maturity and further improvement of documentation and organizational structure was chosen. Process areas and recommendation related to the processes of test discipline will be selected from the CMMI model. The selected content will be interpreted as to form a partial steps for direct use in test department. Appropriate sequence of the steps will also be set to serve well the purposes of the department. Beyond the scope of arrangement proposal, separate recommendations in areas of organizational structure, processes and documentation will be present. The thesis summarizes key facts about and arrangements made in organizational structure, processes and documentation of the test department in the selected company in the period of last two years. The contribution lies further in the creation of so far absent process models of the test department which capture the form of test processes in two points in time, and especially in the complete arrangement proposal aiming to raise process maturity and optimize organizational structure and documentation.
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