Proceeding of the Faculty of technical Sciences, Novi Sad

Industrial Engineering and Management

Vol. 40 No. 08 (2025): Proceedings of the Faculty of Technical Sciences

SOLVING CUSTOMER COMPLAINTS USING FTA METHOD IN THE GRUNDFOS COMPANY

  • Anđela Cvetković
DOI:
https://doi.org/10.24867/31GI20Cvetkovic
Submitted
July 30, 2025
Published
2026-01-02

Abstract

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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