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Draft measures to reduce customer complaints
Charvátová, Petra ; Strnad, Vlastimil (referee) ; Tyráček,, Petr (advisor)
This diploma thesis deals with customer complaints of headlamps in Automotive Lighting s.r.o. The goal is to analyze the state of customer complaints for 2018 and to evaluate the biggest source of nonconformities in terms of the type of complaint based on Pareto analysis. The thesis focuses on solution of one particular type of complaint. The key part of the thesis is also the processing of the process analysis, the evaluation of the causes of the complaint and the draft of corrective measures that would eliminate the problem. The conclusion of the thesis contains evaluation of the proposed corrective measures, including from the economic point of view.
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Liability of the seller for defects in international commercial transactions under the United Nations Convention on Contracts for the International Sale of Goods
Zmatlíková, Kristýna ; Pauknerová, Monika (advisor) ; Pfeiffer, Magdalena (referee)
Liability of the seller for defects in international commercial transactions under the United Nations Convention on Contracts for the International Sale of Goods Abstract This thesis deals with the liability of the seller for defects in international commercial transactions, contained in the UN Convention on Contracts for International Sale of Goods. The document, which is binding for 89 states from different parts of the world, is the most important document in international trade law that contains unified regulation. The Convention determines substantive rules for contracts on international sale of goods defined as a contract on sale concluded between two parties, each of them having its place of business in a different state. If both of these states are parties to the Convention, it is directly applicable, i.e. it is used without reference of conflict of laws rules. Unification of regulation is important in the field of international trade, especially in the area of contracts on sale of goods, which is the most often used type of contract. The most problematic situation in business relationships is when a party fails to meet its contractual obligations. For that reason, in order to ensure the most favourable environment for international business and economic development, it is essential for traders to...
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Consumer protection in rail transport
Hrbáčková, Lucie ; Hásová, Jiřina (advisor) ; Švarc, Zbyněk (referee)
The subject of this bachelor's thesis is consumer protection in rail transport. Its aim is to determine what is the current position of the consumer in rail transport, i.e. which rights and obligations belong to consumers, and based on the established facts confirm the following hypothesis: 1. Current legislative setting in consumer protection in rail transport is sufficient. 2. Competition in rail transport is beneficial for consumers.
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Application of the Lean Six Sigma methodology on solving problem of internal complaints
Týmlová, Kateřina ; Martínez, Felipe (advisor) ; Svobodová, Hana (referee)
The aim of this diploma thesis is to apply Lean Six Sigma methodology on a specific improvement project in manufacturing company Lindab, s.r.o. The purpose of the project is to reduce number of complaints from inner customer, improve quality of selected product and increase overall effectiveness of manufacturing process. The first part of the thesis focuses on theoretical basis of Lean Six Sigma methodology. Each chapter in this part corresponds to one phase of DMAIC improvement cycle. Theoretical part contains descriptions of methods, tools and techniques used in practical part. The second part is dedicated to practical usage of the methodology. The DMAIC cycle is there applied on project of reducing defects on selected product. Attention is put on detailed process mapping, developing measuring system and process analysis. The main output of the practical part is introduction of specific proposals for improvement leading to reduction of defects and waste in manufacturing process.
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Complaint handling process optimization of the chosen enterprise
Dolní, Jan ; Jirsák, Petr (advisor) ; Martínez, Felipe (referee)
This Master's thesis is focused on complaint handling process in the chosen enterprise. The main goal of this thesis is optimization of the chosen customers' complaints using the appropriate Six Sigma methods. In the theoretical part the reverse logistics and its importance are described then Lean enterprise concepts and methods, which are used for the complaint handling process optimization, are explained. The first part of the practical part introduces the enterprise and its logistics and complaint handling process. The rest of the thesis contains the complaint handling process optimization using the DMAIC method.
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Protection of Rights in Public Administration
Plisková, Hana ; Sládeček, Vladimír (advisor) ; Průcha, Petr (referee) ; Kopecký, Martin (referee)
1 Abstract The public administration itself is bound by applicable legal provisions. Therefore, in case of breach of individual rights stemming from the legal system of the Czech Republic, every person is guaranteed a strict legal procedure with corresponding legal mechanisms, which aim to remedy the status caused by unlawful action or inaction of the public administration. The object of this dissertation focuses, in particular, on analysis of individual means of protection of rights in public administration (i.e. the issue of the protection of public subjective rights) and their mutual relationships between them at level of legal regulation de lege lata. However, certain space had to be dedicated also to the procedures of public administration in matters related to private subjective rights as even the public administration decides on certain matters of private law. As regards the protection of private rights by public administration I mentioned the dualism of the review of decisions of public bodies and certain examples of public administration deciding on matters of private subjective rights. Further I stressed the issue of civil liability related to the conduct of public administration, i.e. liability for damages caused by unlawful decision and unlawful procedure. Pursuant to the act on liability for...
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Sale of consumer goods - rights arising from a defective performance
Havránková, Lenka ; Elischer, David (advisor) ; Dvořák, Jan (referee)
This diploma thesis focuses on the topic of "Sale of consumer goods - rights arising from a defective performance". This topic is coherently and comprehensibly explained, with an emphasis on a comparison between the former legal regulation governing exercising of rights arising from a defective performance under the sale of consumer goods (under Act No. 40/1964 Coll., Civil Code) and current legal regulation governing this area (under Act No. 89/2012 Coll., Civil Code), especially with regard to changes in the position of a buyer. Formally, the thesis is divided into six chapters, which are further split into individual subchapters. The first chapter introduces the legislation containing provisions concerning rights arising from a defective performance under the sale of consumer goods. The second chapter deals with the term "sale of consumer goods", with the scope of application of this special area and its purpose. The third chapter describes the procedure of the proper exercise of a right arising from a defective performance, mainly reasons for which this juridical act can be made, what form, content or other elements it must have, who is actually entitled to this act and against whom. This chapter also presents a deadline for exercising of this right, along with arguments for and against...
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The Institution of Complaint According to the Administrative Procedure Code
Adamec, Martin ; Prášková, Helena (advisor) ; Rajchl, Jiří (referee)
- The Institution of Complaint According to the Administrative Procedure Code The subject of this rigorous thesis is a special type of complaint, which is a complaint about certain kind of behavior or procedure in public administration. Author of this thesis generally defines the complaint as an individual submission of the complainant intended to achieve a correction of the perceived drawbacks. The element of the individuality differs this type of submission from petitions, for which the shared interest is characteristic. Unlike the petition law the legal regulation of the complaints is very problematic and fragmented. It happens to be a remnant of for a long time unsolved situation, where the complaints were regulated by a controversial governmental decree from 1958, which was issued by unauthorized government and which was intended as provisional only. Despite the subsequent polemics regarding its validity and binding effect was this decree abolished as of 1 January 2006 relatively without any substitute. Until that time the complaints were regulated in a plenty of special acts, but the general regulation was missing. The change was supposed to be brought by the current Administrative Procedure Code, which original government proposal lacked the regulation of the complaints, but in the end it...
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Socialistic complaints as an instrument of governance and remedy - Beroun district in the second half of the 80s.
Olbertová, Lenka ; Kabele, Jiří (advisor) ; Tuček, Milan (referee)
The diploma thesis deals with finding an answer to how socialistic complaints worked as an instrument of remedy and also as an instrument of governance. It proceeds from the theory of Albert O. Hirschman that explains strategies of solution in the area of firms, organizations and states and that also includes complaining. The other theoretical sources are the theory of bureaucratic organizations of Michel Crozier and Michel Foucault's conception of power and discipline. The issues of complaining are put into period context in the diploma thesis and it is supplemented about a brief elucidation of ruling manners considering the district level. The empirical part is based on qualitative and quantitative content analysis of complaints that were solved by the leading secretary at the District Committee of the Communist Party of Czechoslovakia in Beroun from 1985 till 1989. It is not only focused on a survey of complaints but also interprets the procedures of solving that are related to the chosen theoretical findings. The thesis also explains the relationship between the communist party and its critics with their objections and the relationship between the party and people that were criticized in the complaints.
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Research of Customers Satisfaction in Quierro, Ltd
Patka, Roman ; Hesková, Marie (advisor) ; Harantová, Monika (referee)
The thesis focuses on customer satisfaction. The objective of the theoretical part is description of basic terminology and key areas related to customer satisfaction. The term customer is defined in detail including his importance for the company, and especially importance of customer satisfaction . The thesis describes methods used for measuring customer satisfaction, analysis of the satisfaction and also analysis of lost customers. There is short description of the company where the customer satisfaction was measured. The research was designed as mixed. The quantitative research is based on satisfaction survey with 179 respondents. This research is then followed by qualitative analysis based on comments caprured in service Heureka. There are recommendations provided based on the results of the research in order to improvement of the customer satisfaction. The recommendations include change od services and also change of the customer satisfaction survey.
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