SOLVING CUSTOMER COMPLAINTS USING FTA METHOD IN THE GRUNDFOS COMPANY
DOI:
https://doi.org/10.24867/31GI20CvetkovicKeywords:
Quality Management System, quality tools, customer complaints, improvement measuresAbstract
Thesis presents the theoretical foundations of the quality management system, the quality tools themselves, as well as their application. The importance of managing complaints, the correct approach and attitude towards the customer, as well as an example of resolving a complaint with the application of tools and methods from quality in the Grundfos company, are presented.
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