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Ideja za opravljanje diplomske naloge je prišla v času opravljanja prakse v podjetju TPV Prikolice d. o. o., kjer sem se vključil v izdelavo dokumentacije v oddelku kakovosti in tehnološkega razvoja. Prav takrat je podjetje Daimler AG poslalo povpraševanje za želen izdelek. Za področje dela diplomske naloge bom načrtoval postopek uvajanja novega izdelka v podjetju. Pri tem bom zajel področja pridobivanja posla, študijo izvedljivosti, posebne zahteve odjemalcev, planiranje kakovosti, vrednotenje, FMEA, zagotavljanje kakovosti, zvezke zahtev, nabavo KMP opreme, sodelovanje z dobavitelji, plan obvladovanja, vhodno kontrolo, kontrolne liste in vpisne liste, avtokontrolo, tekočo kontrolo, statistično obvladovanje procesov, sodelovanje z odjemalci, izdelavo prototipa, začetni vzorec, potrditev vzorca s strani kupca, odobritev delovnega procesa, izmet in reklamacije, obvladovanje in izboljševanje kakovosti, kazalnike kakovosti, presoje in QRCI metodo. Diplomska naloga bo obsegala predpise s strani podjetja in predstavitve mojega dela pri posameznem sklopu. The idea for the Thesis came during the internship at TPV Trailers d. o. o., where I became involved in the production of documentation in the department of quality and technological development. Just then, Daimler AG sent a request for the desired product. For the scope of my Thesis, I will plan the process of introducing a new product in the company. In doing so, I will cover the areas of business acquisition, feasibility study, customer specific requirements, quality planning, evaluation, FMEA, quality assurance, requirements booklet, procurement of KMP equipment, cooperation with suppliers, control plan, inbound control, checklists and enrollment lists, autocontrol, ongoing control, statistical process control, customer collaboration, prototype production, initial sample, customer approval of the sample, approval of workflow, ejection and complaints, quality management and improvement, quality indicators, audits and QRCI method. The Thesis will cover the regulations of the company and the presentation of my work in each section.

Človekove pravice so postale skupna vrednota družb, ki temeljijo na konceptu ustavne ureditve. Tudi v Republiki Sloveniji so človekove pravice varovane z ustavo in z mednarodnimi konvencijami, ki jih je Republika Slovenija ratificirala. Na podlagi prevladujočih stališč je bila Republika Slovenija zgrajena na demokratičnih temeljih, zato je dala velik poudarek tudi sodelovanju javnosti pri nadzoru organov, ki s svojim delom posegajo v človekove pravice in svoboščine. Namen zakonodajalca je bil urediti takšen nadzorni postopek zoper delo policistov, v katerem bo o utemeljenosti pritožb zoper policiste odločala tudi javnost. S tem se je prav gotovo v veliki meri izoblikoval način izvajanja državljanskega nadzora nad ravnanjem policije. V magistrski nalogi je prikazana organiziranost policije za tem so prikazani nekateri mehanizmi državljanskega nadzora nad policijo. Podrobneje je predstavljena veljavna pravna podlaga za nadzor nad spoštovanjem človekovih pravic s strani policije v Sloveniji. Predvsem se nam je zdelo pomembno opisati in pojasniti trenutno veljaven postopek reševanja pritožb na prvi in drugi stopnji ter vzporedne postopke, ko pogoji za reševanje pritožbe po Zakonu o nalogah in pooblastilih policije niso izpolnjeni. V zvezi s tem sledi natančen opis aktualnega pritožbenega postopka z osvetlitvijo pravnih problemov. Tu so opisane tudi vse druge oblike reševanja »pritožb« nad delom policistov. Predstavljeni so tudi nadzor in obravnavanje pritožb v nekaterih tujih državah ter poročilo Ministrstva za notranje zadeve o reševanju pritožb za leta 2010-2013. Iz končnih ugotovitev magistrskega dela izhaja, da je trenutno veljavni sistem nadzora in reševanja pritožb sicer zadovoljiv, vendar potreben nekaterih sprememb. Human rights have become a common value of the society based on the concept of constitutional order. In the Republic of Slovenia, the human rights are protected by the Constitution and international conventions, which the Republic of Slovenia ratified. The Republic of Slovenia was built on democratic foundations, and gave great emphasis on public participation in the control bodies that interfere with their work in human rights and freedoms. The legislator's intention was to arrange such an oversight proceedings against police officers, which will be decided by the public on the merits of complaints against police officers. This is how the method of implementation of civilian oversight of police conduct was undoubtedly developed to great extent. This master thesis shows the organization of the police, for this shows some mechanisms of civilian oversight of the police. Valid legal basis for the control of respect for human rights by the police in Slovenia is presented in detail. Above all, we felt it was important to describe and explain the currently valid procedure for dealing with complaints in the first and second stage, and parallel proceedings, when the conditions for resolving complaints under the Act on the duties are not met. Followed by a detailed description of the current complaints procedure, legal problems are presented. Here all other forms of dispute "complaints" over the work of police officers are described. The control and handling of complaints in some foreign countries, and the report of the Ministry of the police on resolving complaints for the years 2010-2013 are also presented. From the final conclusions of the master's thesis we can conclude that the current system of monitoring and resolving complaints is satisfactory, but it needs some changes.

Reklamacije so odraz uspešnosti oz. kakovosti izdelkov ali storitev. Predstavljajo širok pojem, saj se z njimi srečujemo v vsakodnevnem življenju. Imajo izreden pomen tako za podjetje kot za stranko. Reševanja reklamacij se moramo lotiti na profesionalen in odgovoren način. Osnovni cilj diplomske naloge je podati dva možna predloga rešitev glede na obstoječe stanje podjetja. Diplomsko delo je razdeljeno na dva dela. Prvi del zajema teoretični del, drugi del je praktičen. V teoretičnem delu bomo z metodo klasifikacije definirali naslednje pojme: reklamacija, pritožba, čas in stroški. Uporabili bomo tudi deskriptivno metodo, s pomočjo katere bomo prikazali, kako v teoriji poteka reševanje reklamacij z vidika potrošnika ter predstavili, kakšen pomen imajo reklamacije za podjetje. V praktičnem delu našega diplomskega dela bomo predstavili dve možni rešitvi. Prva rešitev je organizacijska metoda 5 × zakaj. S pomočjo nje bomo prikazali vse možne vzroke za nastanek reklamacij. Druga rešitev pa je uvedba novega delovnega mesta za reševanje reklamacij na oddelku Mednarodni prevozi. Tukaj je zaznati preobremenjenost zaposlenih. Rezultati kažejo, da bi organizacijska metoda 5 × zakaj bistveno izboljšala obvladovanje reklamacij, uvedba novega delovnega mesta na oddelku Mednarodni prevozi pa bi razbremenila zaposlene s časovnega vidika. Complaints are reflections of successfulness and quality of products and services. They present a wide term because we meet with them in everyday life. They have exceptional meaning for a company and a customer. Solving of complaints has to be professional and responsible. The main goal of the diploma thesis has been to present two possible suggestions for solutions according to the current state of the company. The diploma thesis has been divided into two parts. The first one is the theoretical part and the second one is practical. The theoretical part will define the following terms a complaint, an appeal, time, and costs with the method of classification. We will also use the descriptive method and we will present how solving of complaints is done in theory from the point of customer's view and present what the meaning of complaints for the company is. The practical part of our diploma thesis will present two possible solutions. The first solution is organizational method 5×Why. We will present all possible causes for complaints with it. The second solution is introduction of new job position for solving of complaints at the department International transport. We can notice overload of the employees. The results show that the organizational method 5×Why would substantially improve mastery of complaints and the introduction of new job position at the department International transport would relieve the employees from the perspective of time.

V današnjem času je na trgu veliko podjetij, ki razvijajo, proizvajajo ter tržijo različne blagovne skupine izdelkov. Namen diplomskega dela je seznaniti se z metodami ter orodji zagotavljanja kakovosti vhodnih materialov v avtomobilski industriji. V podjetju se srečujejo s težavami zaradi izvajanja vhodne kontrole v manjši meri na izdelkih določenih blagovnih skupin vhodnih materialov, ki povzročajo največ reklamacij. V prvem delu diplomskega dela so teoretično predstavljeni pomen ter standardi kakovosti. V nadaljevanju pa metode zagotavljanja kakovosti ter orodja, ki omogočajo zagotavljanje kakovosti vhodnega materiala. Z analizo reklamacij smo ugotovili najbolj kritične blagovne skupine materialov ter vzroke za nastanka le-teh reklamacij na podlagi zavrnjenih kosov, števila dobav in pregledov ter reklamacij v obdobju dveh let poslovanja. Do ugotovitev smo prišli s pomočjo orodij sistemskega inženiringa kot so kontrolni list, Pareto diagram, histogram, 8D poročilo, diagram poteka in metoda FMEA. Analizirali smo štiri blagovne skupine, kjer je prihajalo do največjega števila reklamacij. Delež pregledov v vhodni kontroli je bil pri teh zelo nizek, kar pomeni, da bi bilo potrebno v prihodnje povečati odstotek pregledov ter se usmeriti na reševanje vzrokov reklamacij. S pomočjo diagrama poteka smo prikazali proces povečanega nadzora nad izvajanjem 8D poročil v vhodni kontroli pri reševanju reklamacij ter izboljšanje procesa presoje kakovosti vhodnega materiala. S pomočjo FMEA metode smo ugotovili, da je tveganje preveliko, če ne odkrivamo napak vhodnih materialov. Vhodna kontrola se lahko usmeri le na najbolj kritične blagovne skupine vhodnega materiala od dobaviteljev, ki povzročajo največ reklamacij. Nowadays, in the market are many companies that develop, produce and market a variety of product categories. The aim of the thesis is to get acquainted with the methods and tools of quality assurance of incoming materials for the automotive industry. The company is experiencing difficulties due to the implementation of incoming inspection to a lesser extent on the products specified categories of incoming materials that cause the most complaints. In the first part of the thesis presents the theoretical importance and quality standards. Later on quality assurance methods and tools that enable quality assurance of incoming material. By analyzing complaints, we found the most critical commodity groups of materials and the causes for the occurrence of these claims on the basis of rejected pieces, the number of deliveries, inspections and complaints during the two years of operation. We made help of tools such as systems engineering checklist, Pareto chart, histogram, 8D report, flowchart and FMEA method. We analyzed four product groups, where there were the greatest numbers of complaints. The share of checks in incoming inspection has been made in these very low, which means that it would be necessary in the future to increase the percentage of checks and focus on resolving the causes of complaints. Using the flow diagram are shown the process of increasing control over the implementation of 8D reports in the incoming inspection in resolving complaints and improving process quality assessment of incoming material. Using FMEA methods, we found that the risk was too great, if one does not discover the errors of incoming materials. Incoming inspection can focus only on the most critical trade group incoming material from suppliers who cause the most complaints.

V diplomskem delu smo obravnavali analizo stroškov kakovosti v podjetju Prigo, d. o. o., Brezovica, ki se ukvarja izključno s storitveno dejavnostjo. Vemo, da je storitev težje merljiva, ni otipljiva in je zato tudi stroške kakovosti težje izmeriti oz. denarno ovrednotiti. V prvem delu smo opredelili pojme kakovosti, razlike med izdelkom in storitvijo ter opisali ISO standarde. Opisali smo modele stroškov kakovosti, ki se uporabljajo pri blagu, in modele stroškov kakovosti za storitev. V drugem delu diplomskega dela smo identificirali stroške kakovosti po posameznih poslovnih enotah ter jih analizirali. Podjetje nima vpeljanega posebnega sistema za spremljanje stroškov kakovosti, zato smo morali podatke za analizo izluščiti iz evidenc celotnih stroškov, nekatere pa celo na novo opredeliti. Stroške smo spremljali v poslovni enoti Transport in logistika in poslovni enoti Servis in trgovina. Analizo in primerjave smo opravljali na podlagi zbranih podatkov petletnega obdobja. Na koncu smo podali ugotovitve in predloge za izboljšanje procesov ter zmanjšanje stroškov kakovosti. The purpose of this thesis was to analyse of quality-related costs in the company Prigo, d. o. o., which deals exclusively with a service activity. We know that the service is hardly measurable, it is insensitive and because of this we can hardly measure the costs of quality or revalorize them financial. In the first part we defined notions of quality, differences between product and service, and we described ISO standards. We described models of quality costs which they are used by articles and models of quality costs for service. In second part of this thesis we identified quality costs of individual processes and we analysed them. The company does not have initiated special system for following quality costs. Because of this we had to selected data from evidences of total costs and some of them newly defined. We followed costs in an edifice unit Transport and Logistic and in an edifice unit Service and Commerce. We did analyses and comparisons upon understock the data of five years period. At the end we presented the proposition for improvement of processes and reduction of quality costs.

Diplomska naloga predstavlja pregled zahtev glede merjenja in analize zadovoljstva odjemalcev v skladu s standardom ISO 9001 ter načine zbiranja in analize informacij o zadovoljstvu v podjetju in pri odjemalcih. Izveden je pregled obstoječega stanja s področja meritev in analize zadovoljstva odjemalcev v podjetju Sistemska Tehnika d.o.o. Podjetje izvaja meritve in analizo z uporabo notranjih in zunanjih informacij o zadovoljstvu, zato sem izvedel pregled uporabljenih postopkov in metod. Na osnovi analize obstoječega stanja so podani predlogi in usmeritve za prihodnje delo na področju merjenja in analize zadovoljstva odjemalcev. The work presents overview of requests regarding measurement and analysis of customer satisfaction in accordance with standard ISO 9001, as well as ways in which the information about satisfaction are collected in the company and with the customer and later analysed. Review of existing status in the field of measurement and analysis of customer satisfaction has been made in the company Sistemska Tehnika Ltd. The company implements measurement and analysis by using internal and external information about satisfaction. An overview of used procedures and methods has been made as well. Based on analysis of existing status, new proposals and guidelines for future work in the field of measurement and analysis of customer satisfaction have been made.

Policisti so dolžni varovati državljane, premoženje, posameznika, osebno svobodo, temeljne človekove pravice, nedotakljivost državljanov in države. Njihova naloga je tudi, da preprečujejo kršitve posameznika in skupin, vendar morajo te prestopke razreševati v okviru nalog in pooblastil, ki so določena z zakoni in ostalimi predpisi. Policisti po eni strani predstavljajo zakon, ki ga je potrebno spoštovati in dosledno upoštevati, vendar pa policisti včasih kljub temu zavedno ali nezavedno prekoračijo okvire svojih nalog in pooblastil, ki so jim določena z zakoni. Policisti svoja pooblastila lahko kršijo pri nepravilnem zaustavljanju vozila, prekoračeni uporabi fizične sile v postopku, z nepravilnem ravnanju v postopku vabljenja, napakami v postopku pridržanja, najpogostejši vzroki za prekoračitev pooblastil pa so nepoznavanje pooblastil. Zaradi nestrokovnega dela policistov oziroma prekoračitve nalog in pooblastil v postopku lahko posameznik vloži pritožbo zoper delo in postopek policista. V pritožbenem postopku posameznik lahko uveljavlja nestrinjanje z dejanjem ali opustitvijo dejanja policista pri opravljanju policijskih nalog, ki pomeni kršitev človekovih pravic in temeljnih svoboščin. V pritožbenem postopku se ugotavljajo okoliščine izvedbe policijskega postopka in uporabe policijskih pooblastil. Državljan, ki meni da je policist pri svojem delu storil kaznivo dejanje lahko zoper njega poda kazensko ovadbo, zasebno tožbo ali odškodninsko tožbo. Vsaki utemeljeni prekoračitvi pooblastil sledijo sankcije oziroma pravna odgovornost. Poleg že naštetih oblik odgovornosti policistov pa so policisti odgovorni tudi za kršitve delovne discipline. Policisti torej pri izvajanju svojih nalog in pooblastil odgovarjajo kazensko, odškodninsko in disciplinsko. Policisti spadajo v kategorijo javnih uslužbencev in morajo za kršitev na delovnem mestu ustrezno odgovarjati, saj je ena izmed njihovih najpomembnejših nalog zagotavljanje varnosti. Poklic policista je na očeh javnosti, zato je še bolj pomembno dosledno kaznovanje oziroma preprečevanje morebitnih kršitev obveznosti in pooblastil. Police officers are obliged to protect citizens, property, individuals, personal freedom, fundamental human rights, inviolability of citizens and the state. Their job is also to prevent violations of individuals and groups, but they have to resolve these infractions in the context of duties and powers, determined by laws and other regulations. On the one hand, police officers represent the law that needs to be respected and strictly observed, but police officers sometimes, consciously or unconsciously, go beyond their duties and powers determined by laws. Police officers may violate their powers during an incorrect stopping of a vehicle, an excess use of physical power in a process, misconduct in the process of inviting, and errors in a detention procedure, but the most common reason of powers misuse is lack of knowledge regarding powers. Due to unprofessional work of police officers or violation of duties and powers during a procedure, an individual may file a complaint against the work and procedure of a police officer. In the appeal procedure, an individual may rely on disagreement with the action or omission of action of a police officer in the performance of police duties, which represents a violation of human rights and fundamental freedoms. During the appeal procedure, circumstances of a police procedural and the use of police powers are determined. A citizen, who believes that a police officer committed a crime against him/her during his/her work, can file a criminal complaint, a private action, or an action for damage. Every justifiable violation of powers is followed by sanctions or legal responsibility. In addition to the above forms of obligations of police officers, they are also responsible for violations of labour discipline. In the implementation of their duties and powers, police officers are also criminally, damage, and disciplinary liable. Police officers fall into the civil servants category and should be properly liable for violations at work, since one of their most important duties is to ensure safety. Being a police officer is a very public profession, so consistent penalizing or prevention of violations of duties and powers is especially important.

Lojalnost odjemalcev je pomemben dejavnik poslovanja podjetja. Prinaša ogromno prednosti in koristi, izmed katerih izstopajo predvsem: pozitivno ime podjetja na trgu, njegova konkurenčna prednost pred tekmeci ter njegovo dobičkonosno poslovanje. Za doseganje uspeha se mora podjetje truditi, to prednost pa lahko doseže le s poštenim delom ter kakovostjo svojih izdelkov in storitev. Pogoj za to je predhodno dobro poznavanje želja in potreb svojih kupcev, vzdrževanje primernih poslovnih odnosov z zaposlenimi in poslovnimi partnerji ter poslovanje z zanesljivimi dobavitelji. V podjetju morajo zaposleni delovati po načelu medsebojnega spoštovanja in vzdrževanja pozitivnih poslovnih odnosov, saj lahko le na tak način dosegajo kvalitetno medsebojno komuniciranje in pravočasno reševanje oz. odpravljanje napak. Vsa njihova pozornost mora biti usmerjena h kupcem, iskanju vzrokov njihovega nezadovoljstva, odpravljanju napak in nenehnemu izboljšanju ponudbe. Pomembno je poudariti, da se potrebe, želje in zahteve kupcev razlikujejo, zato vsakemu posamezniku ni moč ustreči v celoti. Posledica tega je nastanek reklamacij, ki danes v poslovnem svetu niso neznanka. Pomembno je, da zaposleni sprejmejo vsako reklamacijo z razumevanjem in jo obravnavajo kot dragocen podatek s strani kupca, ki podjetju prinese pozitivno informacijo za njegovo poslovanje. Reklamacije niso nikoli slabost, če se v podjetju za njih takoj zavzamejo, jih analizirajo, ugotovijo njihove prednosti in slabosti ter jih čim prej rešijo. Odnosi, ki bodo temeljili na zaupanju in spoštovanju, bodo vodili k dolgoročnejšemu poslovanju ter poslovnemu uspehu podjetja. Customers' loyalty is an important factor in the business activity of a company. There are many advantages and benefits connected to customers' loyalty, the most important being: market reputation of a company, its competitive advantage and profitable business activity. the company must invest a lot of hard work in order to be successful and advantages only come with honest work and quality of its products. The preconditions required to achieve this are reliable information of the costumers'requests and needs, appropriate relations with the employees and business partners and entering into business with reliable suppliers. Within a company, employees must work according to the principle of mutual respect and maintenance of positive business relations. This is the only way to achieve quality communication and deal with errors early enough. All of the employees' attention must be directed at costumers, looking for causes for costumers' dissatisfaction, in addition to correction of errors and constant improvement of the offer. What needs to be emphasised is that needs, wishes and requests of the costumers differ, so not every costumer can be provided with exactly what she demands. This can result in complaints. Complaints are a common thing in the contemporary world of business. What is important is that the employees accept every complaint with understanding and treat it as an important piece of information provided by the costumer, useful to the company's business. Complaints are never a disadvantage when the company immediately records them, analyses them, identify their advantages and disadvantages and resolve them immediately. Relationships based on trust and respect shall lead to a long term business success of the company.

Raziskava moje diplomske naloge se nanaša na problematiko enega od ključnih procesov v podjetju Unior d.d., to je izboljšava kakovosti na podlagi analize reklamacij, ki se pojavljajo v proizvodnem programu Odkovki. Program Odkovki proizvaja izdelke in polizdelke za avtomobilsko industrijo, pri čemer pa prihaja tudi do reklamacij njihovih strank. Osrednji problem pri reševanju reklamacij, ki ga bom obdelal v diplomski nalogi je, kako najbolj pravilno in ustrezno, predvsem pa pravočasno rešiti vsako reklamacijo. Pravilen in ustrezen način, ter pristop reševanja reklamacij je namreč za vsako podjetje, katerega uspešnost in učinkovitost je odvisna od trga in strank, bistvenega pomena. Največjo vlogo pri tem imajo prav zaposleni, predvsem pa je pomembna njihova sposobnost opravljanja timskega dela oziroma 8-D metoda, ki je sistematično zastavljena metoda za reševanje napak s pomočjo 8-ih korakov, ko je problem tako velik, da znanje ene osebe ne zadošča za rešitev problema. Poleg tega pa bom predstavil vrsto ukrepov, ki so potrebni za nadzor in rešitev reklamacij, kot tudi spremembe vodenja kakovosti v samem podjetju, s katerimi se bomo prepričali, da je glavni vzrok problema resnično odpravljen. The research of my diploma concerns the problem of one of the main processes in the company Unior Ltd., which is to improve the quality based analysis on complaints that appear in production programme of Forgings. The Forgings programme produced product and semi – manufactured products for the automotive industry, where complaints of their customers also occur. The central issue when resolving complaints, that I will be dealing with in my diploma is how to resolve each of them the most correctly, appropriate and especially on time. The adequate and appropriate manner and approach of resolving complaints are essential significances for each company whose success and effectiveness depend on the market and customers as well. The greatest part have also employees in particular their ability to provide successful teamwork and 8-D method, which ia s systematic method designed for solving questions of errors throught 8 steps, where the problem is so big that one person's knowledge is not sufficient to solve the problem. In addition, I will present series of measures that are needed to control and resolve customers complaints linked with changes in managing the quality