Ochrana spotřebitele v EU z pohledu managementu kvality

This diploma thesis looks into the role and development of consumer protection. It also defines the term quality and reasons why there is an increasing interest in this set of characteristics. There is an effort to have a closer look at how the consumer protection works based on the quality management's point of view. The aim of this thesis is to find out how organizations ensure quality; how they perceive quality and why do they even care about it. Furthermore, the study is to recognize what organizations think about the current consumer protection and where the difference in consumers' and companies' perception of it lies. The diploma thesis consists of four parts. First of all, the role of consumer protection in the Czech Republic and the European Union is addressed. There is also an overview of state activities in this field. Secondly, the concept of quality and quality management system (especially ISO standards) are described. Quality management and customer requirements are compared in this part as well. The third part is practical and begins with characterization of a typical Czech customer. The most notorious cases of consumer rights violation are described and classified. An own research into the fields of consumer protection and quality management is undertaken. Data from non-profit organizations as well as from businesses are collected thanks to the research. Data are analyzed and the link between consumer protection and quality management is looked for.