Tekstiilist juuksekaunistuste kvaliteedi probleemide uurimine Pioneering Retail Group OÜ näitel

Käesoleva lõputöö kirjutamiseks on võetud aluseks Pioneering Retail Group OÜ. Lõputöös käsitletakse Pioneering Retail Group OÜ toodete kvaliteediga seonduvaid probleeme. Uuritakse kolme kuu jooksul kauplustes ja laos tekkinud praaktooteid, nende probleeme ning leitakse tõenäolised toodete praagiks muutumise põhjused. Tänapäeval on konkurents tihe igas eluvaldkonnas, nii ka jaemüügikettides. Kuna ka Pioneering Retail Group OÜ-l on ettevõtteid, kes pakuvad konkurentsi, siis antud lõputöö käigus sooviti vähenada praaktoodete arvu kauplustes, selleks et klientideni jõuaks kvaliteetsem toode ning et ettevõte püsiks jätkuvalt konkurentsis. Lõputöös käigus sooviti leida lahendus, kuidas praaktoodete hulka kauplustes vähendada. Töö teoreetiline osa on jagatud kaheks. Esimeses osas tehakse ülevaade protsessi kvaliteedist. Protsessi kvaliteedi osas räägitakse üldiselt organisatsioonide ja ettevõtete protsessidest. Tuginedes teooriale, tuuakse välja protsess, kus Pioneering Retail Group OÜ-l on puudujääke. Teises osas tehakse ülevaade toodete kvaliteedist. Tuuakse välja, mille alusel saab kvaliteeti määrata ning räägitakse ka levinumatest defektidest ning õmbluskvaliteeti mõjutatavatest teguritest. Lõputöös käsitletakse nii kvalitatiivset kui ka kvantitatiivset uurimismeetodit. Kvalitatiivset uurimusmeetodit on kasutatud klientidele koostatud kvaliteediuuringus. Kvaliteediuuringus on kasutatud elektroonilist ankeetküsitlust, seega hüpotees tööle on saadud läbi kvalitatiivse uuringu. Kvaliteediuuringu käigus selgus, et kliendid on üldjuhul Expressionsi kauplustes pakutavate toodetega rahul. Kõige probleemsemaks toodegrupiks osutus juuksekaunistused. Selgus ka see, et kliendid on küll üldjuhul toodete kvaliteediga rahul, kuid neil on esinenud praaktooteid ning nad on arvamusel, et ettevõte peab praaktoodete eest ka vastutuse võtma. Vastanute hulgas, kellel on praaktoodet esinenud, on ka alati oma probleemile lahenduse leidnud ning nad on olnud ettevõtte poolt pakutava lahendusega rahul. Kvaliteediuuringule järgnes kvantitatiivselt probleemi uurimine. Kvantitatiivselt probleemi lahendamiseks on kasutatud andmete töötlemisel matemaatilist statistikat. Empiiriline uuring, mille alusel on matemaatilist statistikat tehtud, on kasutatud vaatlust. Vaatlust on kasutatud kolme kuu jooksul. Tulemuste kirja panemiseks, andmete analüüsimiseks ja tulpdiagrammide esitamiseks on kasutatud tabelaruvutusprogrammi Microsoft Excel 2013. Andmete võrdlemiseks, et saada ülevaade praaktoodete kogusest, on kasutatud protsendi arvutamist. Vaatluse käigus selgus, et kaupluses tekib väga palju praaki ning praaktooted on tingitud sellest, et toodang, mida ettevõte partnerriigist tellib, on halva kavliteediga. Teise põhjusena, mida saab pidada praaktoodete tekke põhjuseks, on klientide ebakorrektne toodete käsitlemine. Samuti toob üsna palju kliente praaktooted kauplustesse tagasi, mis on tegelikult halb tulemus, sest see võib jätta klientidele halva mulje kvaliteedist. Sellest saab järeldada, et tegelikult suur hulk tooteid juba tuleb praagina, kuid praaktooted avastatakse alles kaupluses või avastavad kliendid, kes on juba toote ostnud ning on toonud praaktooted kauplustesse tagasi. Käesoleva lõputöö käigus saadud tulemusi arvestades töötati välja lõputöö koostamise ajal autori poolt välja mõeldud sekkumisprogramm. Vaatluse kolmandal kuul rakendati sekkumisprogrammi laos. Tänu sellele, et vaatluse kolmandal kuul võeti laos kasutusele sekkumisprogramm, tuvastati kauplustes vähem praaktooteid kui ilma sekkumisprogrammita. Samuti toodi kolmandal kuul vähem praaktooteid kauplustesse tagasi kui eelneval kahel kuul. Kuna ettevõttel puudub taoline sekkumisprogramm, koostati ettevõttele sekkumisprogrammi juhend. Tuginedes uuringute käigus saadud tulemustele, koostati ettevõttele kolm parendusettepanekut. Kuna ettevõttel puudus eelmainitud sekkumisprogramm, tuuakse ühe parendusettepanekuna välja sekkumisprogrammi kasutuselevõtt. Sekkumisprogrammi järjepidev kasutamine vähendaks praaktoodete arvu minimaalseks. Kauplustes oleks ainult klientide poolt ebakorrekse käsitelmise käigus tekkinud praaktooted. Lõputöö koostaja on arvamusel, et parendusettepanekute arvesse võtmine, osaliselt või täielikult, vähendaks Pioneering Retail Group OÜ Expressionsi kauplustes müüdavate toodete hulgas praaktooteid.

The basis of this thesis has been Pioneering Retail Group OÜ. This thesis has written on the theme „Inestigation Of The Quality Problems Of Textile Hair Accessories On The Example Of Pioneering Retail Group LTD“. The given thesis deals with problems of quality of Pioneering Retail Group OÜ products. Three months worth of rejected products in the shops and warehouse are inquired, the problems with them, and the likely reasons for them becoming defective. The importance of the theme is directed to Pioneering Retail Group LTD because the company have problems with defective products. The aim of the thesis is to reduce the number of defective products of Pioneering Retail Group LTD in Expressions stores. Nowadays, rivalry is fierce in every field of work and retail chain. As Pioneering Retail Group OÜ has establishments that offer competition, the thesis deals with reduction of defects in the stores, so the customer would get more quality in the products and that the company would still stay in rivalry. The thesis’s practical part is divided into two parts. In the first part, a review of the quality of the process is done. In the process of the quality, the process of the organisations and establishments is being told. Based on the theory, the process is revealed, where Pioneering Retail Group OÜ has deficit. In the second part, overview of products quality is made. Pointed out is how to determine the quality of the products, the common defects, and the affecting factors of sewing quality. The given thesis deals with qualitative and quantative reasearch methods. The qualitative research method is being used by quality survey towards the customers. In the quality survey, electronic questionnaire is being used, so the hypothesis for the thesis is through a qualitative survey. The quality survey showed that most people are pleased with the quality of the products. The most problematic group of products seem to be the hair accessories. Turned out that most customers are pleased with the quality although there are defect products which the company should take responsibility for. The people who had answered and gotten a defect product, had always gotten a solution from the company and been pleased with it. After the qualitative survey followed a quantatively inquired issues. To solve quantative issues, mathematical statistics were used to process. An empirical study, based on which mathematical statistics were done, used observation. Observation was done over the course of three months. Microsoft Excel 2013 was used to write down results, analyse the data, and present bar graphs. For comparing the data to get an overview of the amount of defects, percentage calculation was used. During the observation, it appeared that there are a lot of defects and the defects are caused because of the produce that the company orders from a partner county has bad quality. Another reason that can be deemed as the cause of bad quality is the mishandling of products by the customers. Also, the defects bring back the customers, which shows a bad result, because it might make the customer think the products are bad quality. It can be concluded that a large amount of products arrive already as a defect but the defect products are detected in the store or by the customers who have bought the product and return it. During the given thesis, an intervention program by the author was worked out. On the third month of the observation, the intervention program was applied in the warehouse. Thanks to the program that was put to use in the warehouse on the third month, less defect products were discovered in the stores. Also on the third month, less defect products were brought back to the stores than in the last two months. As the company lacks an intervention program, a guide for the intervention program was made. Accordingly during the results from the study, three amendments were offered. As the company lacked aforementioned intervention program, one of the amendments were to start using the intervention program. Using the intervention program would reduce the defect products to the minimum. In the stores would only be the mishandled products by the customers as the defects. The author of the thesis believes that considering amendments partially or fully would reduce Pioneering Retail Group OÜ’s Expressions stores amount of defect products.