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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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The use of logistics in a manufacturing company
BODLÁKOVÁ, Alena
The graduation thesis deals with the use of logistics in the brewery Pivovar Protivín a. s. The paper presents a view of the current situation of Czech breweries in the Czech Republic as well as in the world. It maps the trends of recent years in the brewing industry and shows how Czech breweries have faced up the economic crisis. The results of Pivovar Protivín are presented and compared with the results of Svijany brewery. The distribution of Protivín brewery products is analyzed. Based on the analysis, the time frame of beer delivery to customers is made. Further on, the questions of the packaging management in Protivín brewery are dealt with. Breweries are specific for complex and expensive reverse logistics of returnable packaging. The question whether producing beer in PET bottles would be appropriate for Protivín brewery is studied. Determining the level of services provided for brewery customers is examined. According to the results presented here, the greatest demands on services provided by breweries appeared to be those by the customers in gastronomy sphere. Based on the questionnaire investigation, the standards in providing brewing services were set together. Finally, I suggested possible improvements that should lead to cost savings, greater flexibility of operations and competitive advantages for the Protivín brewery as well as for the whole K Brewery Group.
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