Optimalizace procesu s ohledem na spokojenost zákazníka

This bachelor thesis is focused on customer satisfaction related to the services provided by Worldline Czech Republic s.r.o. The aim of this work is to increase customer satisfaction through process optimization in a company that operates in the field of financial services. The theoretical part describes the definition of terms related to process management and customer satisfaction. The practical part of the bachelor thesis is related to the introduction of the company and there is also the continuous process optimization using the methodology of the Deming cycle implemented. CSAT and CES metrics are used to measure customer satisfaction. After the optimization, a significant increase in these indicators is observed, which means an increase in customer satisfaction with the services of the selected company. The conclusion of the thesis is devoted to a general summary of the most important findings and recommendations concerning the possibilities of further increasing customer satisfaction.