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MANAGEMENT OF COMPLAINTS BY A POLISH MANUFACTURER OF FISCAL DEVICES
Abstract
The article discusses the issue of improving handling of complaints concerning the qualitative incompatibility of fiscal devices manufactured for the retail industry. The author described the legal aspect of the issue based on the regulations in force in Poland. Taking into account the method of accounting and the rules of complaint procedure in consumer sales, he classified and characterized value and material claims. He described in detail the conditions for organizing and conducting service activities for the cash register devices in Poland. The stages of action were illustrated by a diagram. The author developed models of information flow used in the customer service process. Recording of complaints and registration of service maintenance activities conducted by an authorized service center of fiscal equipment was presented using the BPMN 2.0 notation. The accumulated knowledge allowed the author to determine the quality requirements of the servicing of fiscal equipment. As a process improvement solution, the author proposed creation of variants of application handling and automated customer notification of the course of service process or identified causes of nonconfor-mity.
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