Search

Dissertação de mestrado integrado em Engenharia Mecânica, Consequência da crescente exigência dos consumidores para que os produtos comprados estejam conforme os parâmetros previstos, a qualidade tem cada vez mais um papel determinante nas empresas para atingirem a satisfação dos clientes. Neste sentido, a ETMA Metal parts, empresa do ramo da metalomecânica sentiu a necessidade de aumentar a qualidade dos produtos manufaturados no setor do forjamento a frio, maioritariamente parafusos especiais ou peças semelhantes que se produzem a frio, em grandes quantidades e com elevada cadência e cujos processos de fabrico são baseados numa grande dose de empirismo e de experiência dos operadores. Inicialmente, de forma a que se percebesse de forma rápida e eficaz que melhorias poderiam ser projetadas, foi feita uma análise dos problemas e das reclamações dos clientes que o setor do forjamento enfrentava. Com o objetivo de solucionar alguns dos problemas identificados, foram desenvolvidos dois projetos de melhoria para os equipamentos de forjamento a frio. O primeiro consistiu na implementação de um sensor no batente que surge com a finalidade de suprir os defeitos relacionados com a má alimentação de arame nas máquinas. A segunda melhoria idealizada foi a implementação de uma calha com a função de impedir que as peças que caem durante o transporte de posto para posto ao longo da produção se juntem com as peças conformes. Para além destes projetos de melhoria, foi também levada a cabo a aplicação da metodologia SMED a um dos equipamentos do setor com vista a diminuir o seu tempo de setup, alcançando-se uma redução de 48,3%. Para concluir, com este trabalho, foram alcançados alguns ganhos ao nível da qualidade que resultam tanto resolução direta de problemas que estavam a causar defeitos, através das melhorias aplicadas aos equipamentos, como de uma inspeção mais metódica e rigorosa das produções e da existência de procedimentos de setup mais organizados e normalizados resultantes da aplicação da metodologia SMED a um dos equipamentos., As a result of the growing demand of consumers for the products purchased to be in accordance with the expected parameters, quality has an increasingly important role in companies to achieve customer satisfaction. In this sense, ETMA Metal parts, a metalworking company, felt the need to increase the quality of products manufactured in the cold forging sector, mostly special screws or similar parts that are produced in large quantities and at high cadence, and whose manufacturing processes are based on a large dose of empiricism and experience of operators. Initially, to quickly and effectively understand what improvements could be designed, an analysis was made of the problems and customer complaints that the cold forging sector was facing. To solve some of the problems identified, two improvement projects were developed for the cold forging equipment. The first one consisted in the implementation of a sensor with the purpose of solving the defects related to the misfeeding of the machines. The second improvement was the implementation of a rail with the function of preventing the parts that fall during the transport from station to station along the production from getting together with the compliant parts. Besides these improvement projects, the SMED methodology was also applied to one of the sector's equipment to reduce its setup time, achieving a 48.3% reduction. To conclude, with this work, some gains in quality were achieved. These gains resulted from direct resolution of problems that were causing defects, through improvements applied to equipment, and from a more methodical and rigorous inspection of production and the existence of more organized and standardized setup procedures resulting from the application of the SMED methodology to one of the machines.

Fokus završnog rada je prikazati primjenjivanje Lean koncepcije na netipičnom primjeru u tvrtki koja prodaje usluge. Razrađuju se teme Lean koncepcije i Lean alata. Osim osnovnih alata Lean koncepcije kao što su 5S, Kanban, Kaizen i Just in time u ovom radu razrađuju se troškove i gubitke koje Lean koncepcija pokriva. Te gubitke se dublje analizira na primjeru službi dostave paketa i u konačnici pokuša riješiti uz pomoć Lean koncepcije. The focus of the final paper is to show the application of the Lean concept on an atypical example in a company that sells services. Topics of Lean concept and Lean tools are elaborated. In addition to the basic tools of Lean concept such as 5S, Kanban, Kaizen and Just in time, this paper elaborates on the costs and losses that Lean concept covers. These losses are analyzed in more depth on the example of the package delivery service and ultimately tries to solve it with the help of the Lean concept.

Detta arbete har utförts på avdelningen för produktion av brandglas hos en av Sveriges främsta glasleverantörer, Martin G Anderson. Företaget upplever i dagsläget låg lönsamhet för deras brandglasprodukter. Anledningen till detta beror på problem i form av långa ledtider, stökiga arbetsutrymmen och allmän oreda på avdelningen. Målet med arbetet har således fokuserat på att kartlägga slöserier i tillverkningsprocessen för brandglas som ger upphov till dessa problem, samt reducera ledtiden och samtidigt kvalitetssäkra processen. Arbetets metodgång är av en analyserande karaktär, där en stor del av tiden ägnats åt insamling av data i form av observationer, intervjuer samt litteraturstudier. Arbetet initierades med att undersöka nuläget och utföra en nulägesanalys. Manuella tidtagningar utfördes under fyra veckor i syfte att få en bild över hur ledtiden ser ut i dagsläget. Därefter användes verktyg inom Lean för att analysera den information som sammanställts i nulägesbeskrivningen. Exempel på verktyg som tillämpats är styrdiagram, 7+1 leanslöserier samt rotorsaksverktyget 5 varför. När nuläget var känt och insamlad data analyserad, tillämpades Lean verktyget 5S för att reducera de slöseri som identifierats i processen. En ny manuell tidtagning utfördes där resultatet visar en 19% reducering av ledtiden. Slutligen presenteras förslag till fortsatt arbete. Dessa förslag består bland annat av fortsatt tillämpning av verktyget 5S, men även hur en mer hållbar process kan åstadkommas utifrån social hållbarhet. This project has been carried out in the department for the production of fire-resistant glass products at one of Sweden's leading glass suppliers, Martin G Anderson. The company currently experiences low profitability for their fire-glass products. The reason for this is due to problems in the form of long lead times, messy areas and general disorder in the department. The goal of the project has thus been focused on locating wastes in the production process for fire-resistant glass that causes these problems, as well as reducing lead time and at the same time assuring a high process quality. The methodology of the work is of an analytical nature, where a large part of the time has been devoted to the collection of data in the form of observations, interviews and literature studies. The project was initiated by investigating the current situation and performing a current situation analysis. Manual timings were carried out during four weeks in order to get a picture of what the lead time looks like today. Subsequently, tools within Lean were used to analyze the information compiled in the current description. Examples of tools used are control diagrams, 7 + 1 lean waste and the root cause analysis 5 why. Once the known state and collected data were analyzed, the Lean tool 5S was applied to reduce the waste identified in the process. A new manual timing was performed where the result shows a 19% reduction in lead time. Finally, proposals for further work are presented. These proposals include, among other things, continued application of the 5S tool, but also how a more sustainable process can be achieved based on social sustainability.

A garantia da qualidade tem recebido muita atenção nos últimos anos, principalmente por pressões internas e externas relacionadas à progressiva massificação do ensino superior e a necessidade de alinhar o crescimento quantitativo das frequências com padrões internacionais de qualidade. A adoção de práticas de autoavaliação resultou de uma imposição externa às Instituições de Ensino Superior moçambicanas, pretendendo instituir dinâmicas de autorregulação interna e legitimar procedimentos de controlo externo conducentes à acreditação de cursos e instituições. O presente artigo resulta de uma investigação no âmbito do doutoramento em Ciências da Educação e visa apresentar e discutir os instrumentos regulatórios e as ações de autoavaliação e seus resultados a nível profissional e social dentro de uma unidade básica da Universidade Católica de Moçambique. Em termos metodológicos, adota-se a perspetiva de estudo de caso e recorre-se à observação não participante, à realização de entrevistas e à análise de conteúdo de documentos produzidos no decorrer deste processo. Concluímos que a autoavaliação, embora marcada por dimensões ambíguas e debilmente articuladas, impulsionou mudanças e melhorias durante e depois da prática do processo de autoavaliação., Revista Portuguesa de Investigação Educacional, n. Especial (2018): Educação e desenvolvimento humano

Dissertação de mestrado em Tecnologia e Ciência Alimentar, O queijo é um dos alimentos sólidos que faz parte da dieta humana, podendo ser produzido a partir de leite de vaca, cabra ou ovelha, búfala e/ou outros mamíferos, no entanto, o queijo produzido nesta empresa diz respeito a um queijo produzido por leite de vaca. Todo o mercado alimentar coloca restrições cada vez mais exigentes no que respeita à qualidade alimentar, solicitando por parte das indústrias alimentares um maior controlo de qualidade e melhoria de todo o processo envolvente. A certificação das empresas por parte dos responsáveis da qualidade e segurança alimentar veio proporcionar um aumento da competitividade global a nível das empresas, querendo todas entre si destacar-se na diferenciação no que diz respeito ao controlo e segurança dos alimentos. Na maioria das vezes a certificação é requisitada às empresas pelos seus clientes, e estas cumprem todos os requisitos para assim garantir a ascensão da mesma. Para assegurar todo o sistema de certificação das empresas é necessário criar uma metodologia para ajudar na gestão das tarefas a realizar para cumprir todos os requisitos necessários para a certificação. Posto isto, o trabalho proposto pela empresa centrou-se num estudo que comtemplou a análise de todos os parâmetros físico-químicos, desde a receção do leite até ao produto final, queijo curado. Consta também neste estudo o processo tecnológico, em análise e a implementação de melhorias, face ao grande objetivo, implementação da norma IFS. A criação de uma base de dados é importante para a criação de histórico e tomadas de decisão da empresa. Com o estudo conseguiu-se uniformizar os pesos de todos os queijos e média do pH à saída da forma e quando curado, perceber quais os melhores valores de acidez e gordura para garantir a melhor massa e consequente melhor queijo, padronizar os valores de acidez diferenciando-se de cada produção. Para além disso, é também um objetivo implementar corretamente as melhorias necessárias, no que respeita ao mapa de produção, registo de receção de leite e temperatura do tanque, utilização das máscaras na produção, controlo das salgas e por último a iniciação do teste à fosfatase., Cheese is one of the solid foods which is part of the human diet and can be produced with milk from cow, goat, sheep, buffalo and/or other mammals, however, the cheese produced in this company concerns a cheese made from cow's milk. The whole food market puts more stringent restrictions on food quality, demanding from the food industry greater quality control and improvement of the whole process. The certification of companies by those responsible for food quality and safety has led to an increase in global competitiveness at the level of companies, all of them wanting to stand out in the differentiation with regard to food safety and control. Most of the time the certification is requested to the companies by their clients, and these fulfill all the requirements to guarantee the company’s progress. In order to ensure the entire certification system of companies, it is necessary to create a methodology to assist in the management of the tasks to be performed in order to fulfill all the necessary requirements for certification. Therefore, the work proposed by the company focused on a study that contemplated the analysis of all physical-chemical parameters, from the milk’s reception to the final product, cured cheese. This study also includes the technological process, in the analysis and implementation of improvements, in view of the great objective, implementation of the IFS standard. Creating a database is important for creating history and making decisions for the company. With the study it was possible to standardize the weights of all the cheeses and average of the pH at the exit of the form and when cured, to perceive which the best values of acidity and fat to guarantee the best mass and consequent better cheese, standardize the values of acidity differing from each production. Also, the correctly implement of the necessary improvements is on objective too, as regards the production map, milk reception register and tank temperature, use of the masks in the production, control of salgas and finally the initiation of the test to phosphatase.

Fokus diplomskog rada je poboljšanje kvalitete proizvoda, rada i samih zaposlenika u nekom poduzeću i cjelokupnog sustava upravljanja kvalitetom i poslovanja. Osim značajnih sustava i metoda kao što su razvoj funkcije kvalitete, Six Sigma, potpuno upravljanje kvalitetom, upravljanje poslovnim procesima, metodologija uravnoteženih ciljeva, metodologija teorije ograničenja i 20 ključeva za postizanje poboljšanja danas se sve više koriste Lean metode i alati. Alati koji se primjenjuju su Kaizen, Pull sustav ili Kanban, Taguchi metoda, 5S, Upravo na vrijeme, Poka Yoke i TPM. Rad je koncipiran u 6 cjelina te se tematika obrađuje teorijski i praktično kroz primjer primjene „5S“ u Carlsbergu i primjer poboljšanja u distribuciji plina prehrambene industrije. The focus of the graduate thesis is the improvement of the quality of products, work and the employees alone in one company and the overall quality and business management system. In addition to significant systems and methods such as Quality function deployment, Six Sigma, Total Quality Management, Business Process Management, Balanced Target Methodology, Limitation Theory Methodology and 20 Keys to Achieve Improvements today Lean Methods and Tools are increasingly used. The tools that are used are Kaizen, Pull System or Kanban, Taguchi Method, 5S, Just in Time, Poka Yoke and TPM. The work is made of 6 units and the themes are discussed in theory and practice through an example of application of "5S" in Carlsberg and an example of improvements in the distribution of gas in the food industry.

Edina konstanta v današnjem svetu so spremembe. Zmožnost hitrega odziva podjetja na njih je v znanju hitre prilagoditve in vzpostavitvi metode, ki bo to omogočala. Ena izmed metod hitrejšega prilaganja, izboljšav in zagotavljanja kakovosti hkrati, je uvedba metode 20 ključev. Vendar sama metoda 20 ključev v podjetju ni dovolj, če se njene aktivnosti v podjetju ne zastavijo pravilno in hkrati ne izvajajo pravočasno. Aktivno spremljanje metode 20 ključev, v katero so vključeni vsi zaposleni, omogoča podjetju, da ostane konkurenčno na trgu. V diplomski nalogi bomo prikazali, kako se je podjetje Elti d.o.o. odločilo spremljati metodo po posameznih ključih ter njegove rezultate skozi leta. Changes are the only constant in today's world. The ability to embrace the changes and use them to our advantage is the new paradigm in managing our companies. One of the methods managers use to embrace the changes is the 20 Keys method. The 20 Keys method allows the company to increase its adaptiveness, productivity and quality of its products and services. But the method can only be successful when it is conducted within the allocated timeline, encompasses proper procedures, and most importantly when it is understood and followed by all of the employees. The thesis will describe how the 20 Keys method was implemented in the Elti Company throughout the years and present its results.

For more than 20 years, the development community has claimed that monitoring and evaluation helps projects achieve their objectives. This study uses data from 1,300 World Bank projects evaluated between 2008 and 2014 to investigate this suggested link between the quality of monitoring and evaluation and project performance. The propensity score matching results indicate that the quality of monitoring and evaluation is significantly and positively associated with project outcome as institutionally measured at the World Bank. This positive relationship holds when controlling for project manager identity, and is robust to various specification choices. Through a systematic text analysis of the narrative produced by the Independent Evaluation Group to justify its monitoring and evaluation quality rating, the study shows that there are common markers of good quality monitoring and evaluation, such as: clear institutional setup and division of labor around monitoring and evaluation activities; simple monitoring and evaluation framework that is well aligned with clients' existing monitoring and evaluation systems; good integration with operational tasks; and a system that can generate regular and timely reporting, and that is used during and after lending.

Idag säger många organisationer att de arbetar med Lean. De organisationer som har lyckats med sitt arbete inom Lean har inte tagit till sig helheten av Lean på en gång, utan hela processen genomfördes gradvis. Organisationskulturen är en betydande faktor i processen med att börja använda sig av och implementera Lean på ett lyckat sätt. Ledarskapet är en annan viktig faktor, som handlar om att få med sig medarbetarna i processen. Syftet med denna studie var att undersöka ledares syn på sin roll, i organisationens förbättringsarbete. Intervjuer genomfördes med inom kommun och landsting, som framgångsrikt har lyckats med sitt arbete inom Lean. Frågor ställdes om kulturen i organisationen, hur ledaren anser sitt arbete påverka medarbetarna, samt hur ledaren inspirerar och motiverar sina medarbetare. En kvalitativ undersökning har genomförts med ett abduktivt arbetssätt, där intervjuerna har hållits öppna med en halvstrukturerad intervjuguide. Studien visar att ledarna delar många uppfattningar om hur ett väl fungerande ledarskap bör vara. Ledarna är alla öppna, positiva och ser sig själva som människor som inte är perfekta, och kan göra fel. Avslutningsvis visar denna studie att organisationernas ledare arbetar med alla de delar som räknas till offensiv kvalitetsutveckling; planera, göra, studera och analysera. Today, many organizations say that they work with Lean. The organizations that have succeeded in their work in Lean did not embrace the concept as a whole at the beginning, but rather gradually during an extended process. Organizational culture is one important factor in the process of successfully adopting and implementing Lean. Leadership is another important factor, which is about getting the employees to take part in the process. The purpose with this study was to examine leaders view on their role, in the organizations improvements. Interviews had been made with leaders in the municipality and county council that we know about have been successful in their work with Lean. Questions was asked about the culture of the organization, the leaders opinion of how their work affects the employees, and how they inspire and motivate their employees. A qualitative study has been made with help from using an abductive approach, where the interviews were held open with a half-structured interview guide. The study shows that the leaders share many perceptions of what a well-functioning leadership should be like. The leaders are all open, positive and see themselves as imperfect people who can make mistakes. In conclusion, this study shows that the organizations leaders work with all of the parts, which are included in TQM; plan, do, study and analyze.

The objective of this review is to synthesize existing evaluative evidence and generate new evidence on the quality of the Results Frameworks (RFs) of development policy operations (DPOs). The study is organized around a number of evaluative questions on various aspects of DPO design, implementation, reporting, and evaluation. Its focus is on the quality of RF, taking objectives and coverage for granted. The study does not cover the scope and coverage of reform programs underpinning DPOs, including the relevance of objectives, or the choice of policy areas and the links between DPOs and country assistance strategies. It generally does not look at program achievements and outcomes, except in cases when it is required for assessing the quality of prior actions (PAs). The structure of the review is: chapter one presents the methodology; chapter two has the findings with respect to the presentation and clarity of RFs; chapter three discusses evidence of the quality of PAs and their contribution to the robustness of RFs; chapter four discusses findings with respect to the use of programmatic approach in DPOs relevant for RFs; chapter five discusses strengths and weaknesses in the ME framework of DPOs; chapter six discusses reporting of DPO results at completion and implications for IEG validation and evaluation of DPOs.

"The El Vizcaino Biosphere Reserve is a natural protected area with limited hydrologic resources because there are no permanent surface streams. Ephemeral streams appear during scarce rains. This has led the inhabitants to use underground aquifers. However, excessive consumption and natural conditions have led to overexploitation of the aquifer and salt intrusion. The main objective is to determine the economic value for improvements in environmental service for providing water using the contingent valuation method (CVM). The results indicate a willingness to pay an additional US$2 per month to what is currently paid by consumers. The low income households appear to be willing to pay about US$1.70 and high income households, US$2.20. The willingness to pay for piped water is US$1.92, while those that remain unconnected, is US$2.52. The additional money collected should be used to improve water conservation, such as restoration of underground aquifers, maintain hydrological services, maintain the distribution system, build an infrastructure for a storage system, build waste water treatment plants, and find alternative water sources. The study offers pertinent quantitative information and recommendations to the decision-makers to improve water management in the reserve. The Presidential Decree of El Vizcaino Biosphere Reserve of 1988 will support attempts to obtain international economic resources for the proper management of the water resource for the inhabitants."

V magistrski nalogi je prikazana analiza in ocena obstoječega stanja upravljanja antikoagulacijske ambulante v Splošni bolnišnici Celje. V teoretičnem delu je predstavljena dejavnost antikoagulacijske ambulante in pomembnost antikoagulacijskega zdravljenja, potem pa zdravila za preprečevanje strdkov ter indikacije, pri katerih je potrebno uvesti antikoagulacijsko terapijo. Raziskava je pokazala, da prejmejo bolniki v antikoagulacijski ambulanti dovolj informacij, navodil in nasvetov o antikoagulacijskem zdravljenju kljub obremenjenosti zaposlenih in povečanem obsegu ambulantnega dela. Niso pa bolniki dobro seznanjeni z možnimi zapleti antikoagulantne terapije in ukrepi v primeru, da se pojavijo takšni zapleti. Ugotovili smo, da so bolniki zadovoljni s kakovostjo dela zaposlenih v AK ambulanti in z organizacijo dela — procesom dela od vpisa, obiska laboratorija pa do ambulantne obravnave. Kakovost dela in zadovoljstvo uporabnikov zdravstvenih storitev bi izboljšali, ko bi bili možni posveti in razgovori med bolnikom in zdravnikom v antikoagulacijski ambulanti ter krajšim čakalnim časom na prejem končnega izvida antikoagulacijskega zdravljenja. Odnos bolnikov do antikoagulacijskega zdravljenja je pozitiven, zato menimo, da pomeni bolnikom antikoagulantna terapija varno terapijo, saj jih ščiti pred nastankom ali ponovnimi strdki. S spremljanjem kazalnikov kakovosti, to je časov povprečne obravnave bolnika v celotnem procesu pa smo ugotovili, da je obravnava bolnika v antikoagulacijski ambulanti Splošne bolnišnice Celje ob normalnih pogojih dela in v primerjavi z drugo antikoagulacijsko ambulanto zadovoljiva in bistveno hitrejša. Na osnovi rezultatov, dobljenih iz raziskave in notranje presoje, so prikazane prednosti, pomanjkljivosti in možne izboljšave organizacije dela v antikoagulacijski ambulanti. Kot načelo za stalno izboljševanje kakovosti zdravstvenih storitev v antikoagulacijski ambulanti je predstavljen in uporabljen Demingov krog. Z izboljševanjem kakovosti želimo doseči kakovostnejše rezultate zdravljenja pacientov, ki prejemajo antikoagulacijsko zdravilo in izboljšati zadovoljstvo uporabnikov zdravstvenih storitev v antikogulacijski ambulanti. In my dissertation I represent the analysis and assessment of the status quo managment of anticoagulant clinic in General hospital Celje. Teoretical part presents the activity of anticoagulant clinics, the importance of anticoagulant therapy, drugs to prevent clots and the indications for which it is necessary to introduce the anticoagulation therapy. The study shows that patients in anticoagulant clinic are receiving enough informations, instructions and tips on anticoagulant treatment despite the burden on employees and the increased volume of outpatient clinical work. However, the patients have not been aware well enough of the potential complications of anticoagulant therapy and the measures considering the occurance of such complications. We found that patients are mostly satisfied with the work quality of employees in anticoagulant clinic and organization of work - part of the process to entry/registration to inpatient treatment facility. Quality work and satisfaction of users of health services could be improved when there is a possibility of consultations and discussions between patients and physicians in the anticoagulant clinic and above all with shorter period of waiting time to receive the final results of anticoagulant treatment. Patient's attitude towards anticoagulant treatment is positive that's why we assume the anticoagulant therapy is save therapy because it protects against creation and recreation of the clots. By monitoring the indicators of quality, times of the avarage patient treatment throughout the process we found that the treatment of the patient in anticoagulant clinic in General hospital Celje is under normal operating conditions and compared to others satisfactory and considerably much faster. Based on the results obtained from surveys and internal audits there are shown pros and cons, advantages and disadvantages and other possible improvements to the work organization in the anticoagulant clinic. As the principle of continuous improvement of the quality of health services in the anticoagulant clinic the Deming's circle is presented and used, too. By improving the quality we want to achieve better quality of treatment outcomes of patients receiving anticoagulation treatment and we want as well to improve the satisfaction of users of health services in anticoagulant clinic.

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

V današnjem času, ko je konkurenca na vseh področjih neizprosna, se vsa podjetja soočajo z raznimi težavami kot so preživetje, povečanje produktivnosti, kakovost in zmanjšanje dobavnih časov, zmanjšanje stroškov, fleksibilnost, sprememba poslovanja podjetja, učinkovitejše izboljšave, zadovoljevanje strank, dinamiziranje organizacije in celovitost za doseganje ciljev. Vse potrebne izboljšave je mogoče upravljati z metodo dvajset ključev. V diplomski nalogi sem opisal metodo ter vseh 20 ključev, konkretne izboljšave pa sem izvedel na ključih 1 in 3, ki sta vezana na čiščenje delovnih mest in hitre spremembe. Within today´s time, when competition on all fields is inexorable, all company confront with variousproblems asare survival, enlargement of productivity, quality andreduction of delivery times, reduction of costs, fleksibility, changes of business of company, more efficient improvements, satisfying of parties, dynamic of organization and complete for archieving of goals. He is all necessary improvements. I described procedure in a dissertation and of all 20 keys, of concrete improvement found on keys 1 and 3, that they are bound to cleaning of positions and quick change.

See pdf-file