Reclamation Process in the Field of Medical Devices
Rukanen, Emmi Matilda (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020090120027
https://urn.fi/URN:NBN:fi:amk-2020090120027
Tiivistelmä
This thesis was made for a case company to study their reclamation procedures and to create guidance for clients to file a reclamation for faulty products. This thesis aims to make it easier for customers to deal with the beginning of the reclamation process and at the same save time for both the customer and case company. Well-handled reclamation cases are important for the clients, subcontractors, and the case company as it adds trust, communication and can generate new ideas for technological advancements.
For this thesis I researched the topic from available literature, Finnish Law on products liability, the European Medical Device Directive, ISO-standards and conducted interviews using Qualitative method. The thesis includes a wide explanation on warehouse management, quality control and enterprise resource planning.
From my research I found out how the case company utilizes their newly acquired warehouse management system, how their client- and subcontractor process in currently handled and how differently workers form different department understand the current process. I made a ready-to-use template for the clients to use in case of a reclamation. I found out how important it is that correct people know how the processes work and how important it is to get all the necessary information to the right people as fast as possible to give the customers an agreeable reclamation experience. Suggested changes and alternatives can be found in the conclusion chapter.
For this thesis I researched the topic from available literature, Finnish Law on products liability, the European Medical Device Directive, ISO-standards and conducted interviews using Qualitative method. The thesis includes a wide explanation on warehouse management, quality control and enterprise resource planning.
From my research I found out how the case company utilizes their newly acquired warehouse management system, how their client- and subcontractor process in currently handled and how differently workers form different department understand the current process. I made a ready-to-use template for the clients to use in case of a reclamation. I found out how important it is that correct people know how the processes work and how important it is to get all the necessary information to the right people as fast as possible to give the customers an agreeable reclamation experience. Suggested changes and alternatives can be found in the conclusion chapter.