This is a project-based study, aimed at developing the claim treatment of the client, KM-RRR yhtiöt Oy. The claim treatment has been perceived problematic in the company because the process is tedious, slow and time consuming. At the moment the customer is not satisfied with the process, and that is affecting negatively the entire business image. Primary aim of this Bachelor’s thesis was to establish a universally applicable claim form which will facilitate the process by giving the client a good preliminary data on the claim process. The idea was to reduce the instances of misunderstandings in the process. Secondly the aim was to prepare written instructions for the employees of the client company on how to receive and further process complaints.

The theoretical background deals with quality because claims are about the quality of products and services. Therefore it is important that the relevance of quality is comprehended in the company, and in that way it is possible to learn how to meet customer’s expectations and assumptions better. As a result, it will reduce the number of complaints. For theoretical background, several sources have been used ranging from literature of quality by various researchers to some electrical sources selected for their relevant and topical content.

In order to improve and speed up the process, a survey was conducted among the suppliers. The questions in the survey were about the updated warranty terms and practical instructions related to claims. E-mail was believed to be the most efficient way to reach the manufacturers all over the world within a short time. As a result of this study, a new claim form was designed and written instructions were prepared on how to receive and process complaints in the client company. In the study, the different aspects of quality and their importance in business are discussed; hopefully this will benefit the company management when activities are developed.

The renewed process has not been tested in practice yet by the time this thesis was completed. But according to the client, if the new claim process is successful, it will create significant savings financially and release some resources assigned to be used elsewhere. The client expectations are high as for the functionality of the results, and results will be utilized in the creation and introduction of the new claim process. The thesis has also wider implications because the client has a vision to compile a quality manual to enhance this operation further. So, this study is already in itself a section of the becoming manual.