MANAGING THE PROCESS OF RESOLVING CUSTOMER COMPLAINTS USING QUALITY MANAGEMENT METHODS AND TECHNIQUES
DOI:
https://doi.org/10.24867/29GI06LisicaKeywords:
Quality Management System, quality tools, customer complaints, improvement measuresAbstract
Thesis presents the theoretical foundations of the qualiy management system, quality tools, as well as the advantages of their implementation. In addition, by applying methods and techniques of quality improvement, a detailed analysis of the process of resolving customer complaints in the "Grundfos" company was carried out.
References
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[2] Vulanović, V., Beker, I., Delić, M. i Kamberović, B., 2012. Sistem menadžmenta kvalitetom. Novi Sad..
[3] Spasojević, B., V., Cvijanović, M., Janko, Klarin, M. 2004. Organizacija sistema kvaliteta i alati kvaliteta. Beograd
[4] Lazor, J. D., 1995. Failure mode and effect analysis (FMEA) and Fault tree analysis (FTA), McGraw-Hill: Handbook of Reliability Engineering and Management.
[5] Mikulak, R. J., McDermott, R. i Beauregard, M., 2017. The basics of FMEA, CRC Press
[6] FTA Factor Tree Analysis in Cause Analysis - Lynsky Solutions, Datum pristupa 25.04.2024.
[7] Kondić, Ž., 2018. Kvaliteta 1: fenomen, povijest, gurui, pogledi, načela, statistika, Varaždin, Sveučilište Sjever, Strojarski fakultet Slavonski Brod, Tehnički fakultet Sveučilišta u Rijeci.
[8] 5 Whys Technique: Basics, Examples and Tips | The Business Analyst Job Description, Datum pristupa 23.04.2024.
[9] Šta je 5W2H analiza? (I kako ga efikasno koristiti) | Indeed.com, Datum pristupa 26.04.2024.
[10] ISO 9001:2008: Sistemi upravljanja kvalitetom - Zahtevi
[11] Barlow, J., Moller, C. 1996. A Complaint is a Gift, San Francisco: Berrett - Koehler Publishers.
[12] Managing Consumer Complaints, U.S. Department od Commerce: Office of Consumer Affairs, University of Virginia, 2008.
[13] Život sa nama | Grundfos, Datum pristupa 09.05.2024.
[2] Vulanović, V., Beker, I., Delić, M. i Kamberović, B., 2012. Sistem menadžmenta kvalitetom. Novi Sad..
[3] Spasojević, B., V., Cvijanović, M., Janko, Klarin, M. 2004. Organizacija sistema kvaliteta i alati kvaliteta. Beograd
[4] Lazor, J. D., 1995. Failure mode and effect analysis (FMEA) and Fault tree analysis (FTA), McGraw-Hill: Handbook of Reliability Engineering and Management.
[5] Mikulak, R. J., McDermott, R. i Beauregard, M., 2017. The basics of FMEA, CRC Press
[6] FTA Factor Tree Analysis in Cause Analysis - Lynsky Solutions, Datum pristupa 25.04.2024.
[7] Kondić, Ž., 2018. Kvaliteta 1: fenomen, povijest, gurui, pogledi, načela, statistika, Varaždin, Sveučilište Sjever, Strojarski fakultet Slavonski Brod, Tehnički fakultet Sveučilišta u Rijeci.
[8] 5 Whys Technique: Basics, Examples and Tips | The Business Analyst Job Description, Datum pristupa 23.04.2024.
[9] Šta je 5W2H analiza? (I kako ga efikasno koristiti) | Indeed.com, Datum pristupa 26.04.2024.
[10] ISO 9001:2008: Sistemi upravljanja kvalitetom - Zahtevi
[11] Barlow, J., Moller, C. 1996. A Complaint is a Gift, San Francisco: Berrett - Koehler Publishers.
[12] Managing Consumer Complaints, U.S. Department od Commerce: Office of Consumer Affairs, University of Virginia, 2008.
[13] Život sa nama | Grundfos, Datum pristupa 09.05.2024.
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Published
2024-12-24
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Section
Industrial Engineering and Management
