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Possibilities of improving the quality of services in fitness centres
Marečková, Edita ; Hůlová, Marie (advisor) ; Chvojková, Helena (referee)
The main goal of this thesis is to propose possible solutions for improving the quality of services in a chosen fitness centre. The thesis contains theoretical principles from the area of quality of services management, enumeration of demands for quality of services from customers'view, characteristic of fitness centres including the history of fitness and the description of services provided in a fitness centre. The practical part is focused on a concrete fitness centre where a survey on satisfaction of customers was made. Proposals for improving the quality of services and satisfaction of customers in this fitness centre results from the survey.
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Zlepšování systému environmentálního managementu Metrostav a.s.
Martinková, Jana ; Plášková, Alena (advisor) ; Chvojková, Helena (referee)
Tato diplomová práce se zabývá revizí firemních procesů u konkrétní společnosti dle požadavků stanovených v normě ISO 14 001. V první části jsou zrevidovány současné světové přístupy k systémům environmentálního managementu. V praktické části jsou analyzovány jednotlivé požadavky normy a srovnávány se skutečným stavem ve firmě. Výstupem je pak navrhnutí zlepšení a shrnutí klíčových oblastí doporučení, které by firma měla přímo aplikovat.
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Application of customer relationship assessment methods in the company Plzeňské městské dopravní podniky, a.s.
Buchalová, Petra ; Hykš, Ondřej (advisor) ; Chvojková, Helena (referee)
The fundamental point of the thesis is customers and their satisfaction. The theoretical part characterizes the Customer relationship management approach (CRM) and describes the assessment methods. The main objective of the thesis is to create a documented procedure for customer satisfaction assessment and an application of the chosen assessment method. The practical part deals with a fulfilment of the main objective for which the company Plzeňské městské dopravní podniky, a.s. is selected. The created questionnaire is applied to a small sample. The thesis is concluded with an evaluation of the survey results and with the applicability evaluation of both the questionnaire and the documented procedure.
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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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Evaluation of quality of services provided in swimming areal Hradec Kralove
Šejvlová, Iveta ; Plášková, Alena (advisor) ; Chvojková, Helena (referee)
This bachelor thesis evaluates quality of sevices which are provided in swimming areal in Hradec Králové. This work contains two parts. The first, theoretic, part explains basic notions of quality management as quality, service etc. In the following part some of marketing and quality management methods are described. In the second, application part, Ishikawa diagram is created. After that SWOT analysis, mystery visiting and questionnaire research are used to analyse contemporary situation in swimming areal. Results from these methods are used to propose some correction steps, which should improve quality of services.
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Analysis of safety of food on market in Czech republic
Vidrnová, Kateřina ; Plášková, Alena (advisor) ; Chvojková, Helena (referee)
Bachelor thesis is focused on safety of food on market in Czech republic. The aim of bachelor thesis is to analyse provision of safety of food on czech market from view of both legislation and consumers, to identify basic problems and to make a proposal into the future. In theoretical part this bachelor thesis aproximates legislative security and main institutions, dangers for consumers, protection of consumers, etc. Practical part provides analysis of food market in Czech republic and is based on questionnaire and own investigation. All reached findings are summarised and appreciated in outcome of thesis, including proposals into the future.
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