The article presents the results of the analysis of cardboard packaging complaints based on selected quality tools and statistical tools for the purpose of a rough assessment of the effectiveness of corrective and preventive actions taken by the surveyed company and for predictive purposes. The analysis was performed in terms of two research periods - 1 year and quarters, and from the point of view of total complaints and external - customer complaints. Data on the number of products complained of as well as financial losses incurred by the company on this account were analysed. The article presents the potential of both classic quality tools and statistical tools for the purposes of in-depth analysis of complaints data and for predictive purposes and subsequent risk analysis. The critical complaint was indicated - complaint code 403 - overprint. The number of complained products to be expected in the next quarter of the new year was determined. The article shows that the corrective and preventive actions taken by the company have not yet brought the expected result in the form of reducing the number of products complained by customers during the quarters surveyed.
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Usługi pocztowe stanowią ważny element funkcjonowania każdego podmiotu gospodarczego. Wpracy przeprowadzono analizę rynku usług pocztowych, a w szczególności skoncentrowano się na realizacji usług powszechnych w celu wskazania najczęstszych przyczyn reklamacji.
EN
Postal services are an important element for the functioning of every economic entity. The paper analyzes the postal services market and, in particular, focused on the implementation of the universal service to identify the most common cause of complaint.
Celem niniejszej publikacji jest przedstawienie zmian w obsłudze reklamacji w przedsiębiorstwach hutniczych. W publikacji przedstawiono struktury organizacyjne w zakresie postępowania z reklamacjami w warunkach gospodarki nakazowej i rynkowej. Publikacja uzupełnia wiedzę z zarządzania przedsiębiorstwami hutniczymi.
EN
The aim of this publication is to present the changes in the handling of complaints in the steel companies. The paper presents the organizational structures for dealing with complaints in conditions of command economy and market. The publication complements the knowledge management steel companies.
The interest of the customer, research of its satisfaction, usage of his opinion to determine the goals of the organization as well as the introduction of improvement activities has been a quite common activity nowadays. In that kind of approach, implemented quality management system (QMS) according to the requirements of the ISO 9000 series, support the organization, in which the key role is played by the customer and its needs. One of the simplest methods of assessing customer satisfaction is the analysis of complaints. Customers complaints communicate to the company important information that concerning problems encountered while using the product and with quality of services. In this way, it also give the organization the opportunity to undertake activities related to the fulfill the needs of unsatisfied customer as well as to improve functioning of the organization. Customers who file a complaints may become the most loyal clients of the company only if the organization can gain their trust. Information relating to consumer comments on the product should give the company an input element in the product and organization improvement process. Therefore, the complaint process should be an important tool used for customer relationship management in an enterprise. The aim of this study was to analyze the complaint process in organizations that had certified QMS in the past, according to the requirements of ISO 9001 and gave up its certification. There has been identified and examined a problem whether complaint is an important element only in organizations with implemented, functioning and certified QMS, or whether these processes are applied in organizations that, for various reasons, have not decided on its re-certification. Following this study by in-depth interviews with persons responsible for the operation of management systems can be stated that the analysis of complaints is carried out regardless of the certified quality management system. There has been applied a procedure for handling complaints in the surveyed organizations. The data is collected and complaints are analyzed using programs for customer relationship management, including CRM. According to respondents, the analysis of complaint is a very good tool that is used to improve products, processes and organizations. Surveyed companies take the actions to increase customer satisfaction, especially the by contacts with the organization. In their opinion a satisfied customer helps in creating the image of the company on the market. Tested organizations almost unanimously identified that an unhappy customer can spoil opinions on the market. Therefore, different measures are aimed at maintaining a disgruntled customer.
In this work, the influence of implementing RFID (Radio-Frequency IDentification) technology on customers’ satisfaction was analysed. Customers’ satisfaction was represented by a number of complaints. The emphasis was put on complaints based on problems resulting from improper realisation of completing and packing an order. The analysis was based on actual test concerning a specific case from the industry, i. e. implementing RFID technology in a warehouse and on packing stations of a company which produces bus seats and elements necessary for their assembling in a vehicle. The reason for choosing such a company was the specificity of such processes as completing an order and packing. These processes are complicated because of their volume, high complexity and little repeatability of customers’ orders. The analysis showed that RFID causes decrease in the number of customers’ complaints concerning problems with either a sort/type or the number of elements delivered. The influence was seen both in the comparison to the initial state and to the state after implementing bar codes as a system of identification and control. The results suggest that RFID technology is a perfect tool for both increasing customers’ satisfaction and improving production processes not only in companies with mass production but also in companies that realize medium series production. It is necessary to emphasise that although RFID eliminates problems during completing and packing, an important role is played by trainings and experience of workers who realize preceding processes.
PL
W pracy dokonano analizy wpływu jaki ma wprowadzenie technologii RFID (Identyfikacji Radiowej) na poziom satysfakcji klienta wyrażany przez liczbę reklamacji zgłaszanych przez klientów. Skupiono się na reklamacjach, których podstawą jest powstanie błędów wynikających z nieprawidłowo przeprowadzonej operacji kompletowania zamówienia w magazynie i jego późniejszego pakowania. W analizie posłużono się wynikami z rzeczywistego eksperymentu dotyczącego konkretnego przypadku ze świata przemysłu, a mianowicie wprowadzenia RFID w magazynie wyrobów gotowych oraz na stanowiskach pakowania w firmie produkującej fotele autobusowe oraz elementy służące do ich zamontowania w pojazdach komunikacji zbiorowej. Wybór przedsiębiorstwa o takim profilu działalności wynikał ze specyfiki samego procesu kompletowania i pakowania zamówienia, które w tej firmie jest działaniem skomplikowanym ze względu na wielkość, stopień skomplikowania oraz małą powtarzalność zamówień składanych przez klientów. Przeprowadzona analiza wykazała znaczący wpływ wdrożenia technologii RFID na poziom zadowolenia klientów wyrażony przez spadek liczby reklamacji zgłaszanych do firmy z uwagi na nieprawidłowości w liczbie lub rodzaju asortymentu dostarczonego do klienta. Spadek ten zaobserwowano w porównaniu zarówno ze stanem sprzed wprowadzenia jakichkolwiek usprawnień, jak również z zastosowaniem systemu identyfikacji i kontroli przy pomocy kodów kreskowych. Otrzymane wyniki sugerują, że technologia RFID stanowi doskonałe narzędzie doskonalenia procesu produkcyjnego także w firmach o produkcji średnioseryjnej jaką jest firma będąca podmiotem, w którym przeprowadzona została analiza. Należy przy tym podkreślić, że o ile RFID eliminuje możliwość postawania błędów na poziomie operacji kompletowania i pakowania zamówienia wynikających z pomyłek pracowników, o tyle ogromną rolę w poprawnym funkcjonowaniu systemu identyfikacji i kontroli opartego na technologii RFID odgrywają szkolenia i doświadczenie pracowników realizujących procesy poprzedzające te operacje.