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	Analysis and evaluation of the fulfilment of the requirements of Standard ISO 9001 in the company Prosport Praha s.r.o. and design of Quality manual for this company Čermáková, Alena ; Plášková, Alena (advisor) ; Hykš, Ondřej (referee) This Master's thesis analyses the company Prosport Praha s.r.o. from the perspective of Standard ISO 9001. Purpose of this study is to compare the current situation in the company with the individual requirements of Standard ISO 9001. The required changes to improve the present situation are proposed in all areas where the company does not meet ISO 9001 requirements to enable the company to achieve compliance with the standard. After the analysis the degree of present fulfilment of Standard ISO 9001 requirements is evaluated and the Quality manual of the company Prosport Praha s.r.o. is created. Detailed record
	Complaints - handling process proposal in financial organisation Fryšová, Pavla ; Plášková, Alena (advisor) ; Hrudková, Andrea (referee) Proč si stěžují naši zákazníci? Zajímavá otázka, že? Jenže není. Je vcelku zbytečná. Proč? Protože tato otázka požaduje vysvětlení následku, tedy něčeho, co se již stalo a nelze to zvrátit. Podobná otázka by mohla znít: Co mám dělat, když se mi rozlije mléko? Z toho vyplývá, že zabývat se následky je zbytečné. Proto musíme jít dál a trochu hlouběji, abychom zjistili skutečnou příčinu. Detailed record
	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. Detailed record

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