Samer Khouri

The fundamental problems with component production in the automotive industry are the low quality of the components, the high number of failures, and the subsequent number of complaints. The quality of automotive components is a prerequisite for automated production in a SMART Factory 4.0 in the context of Industry 4.0. Managing complaints is a critical area in the automotive manufacturing industry. The primary goal of this article is to indicate the significance of a CRM system and the importance of complaints management in automotive manufacturing, which improves the quality of the process of producing components while improving the quality of the inputs—the quality of materials, the quality of the human factor, and the quality of the services provided in connection with the components. (1) A Slovak company was selected as the subject of this research, which focuses on the production of automotive parts. (2) The methods of research focused on using economic analysis and instruments of quality management such as the QRQC method, FMEA method, the Ishikawa diagram, and the Pareto analysis and Lorenz curve. This article presents the results of complaints about automotive components: locksets in vehicles. (3) This research shows the basic cause of the problem: a bent pin after riveting in the process of producing the components. In the frame of this research, we suggested corrective measures to eliminate the actual causes of failure in the production of the components. The RPN index reached a level below the limit of 150 (the critical level of the customers’ requirements) after implementing the corrective measures. The total costs of complaints in this year were calculated to be EUR 13.575 and the costs will be reduced gradually after changes are implemented in the production process. (4) A new complaints information system and a new training center are beneficial for solving problems in the production of automotive components. The implementation of a CRM system and other systems are prerequisites for solving customer complaints.

Background: The state and prospects of the healthcare industry of a country are among its top priorities because the quality of life and health of its citizens are indicators of its success and competitiveness. The aim of this study is to conduct a theoretical analysis and qualitative and quantitative assessments of indicators by developing an integral indicator in the context of behavioral, social, demographic, and economic factors that characterize the level of healthcare system development in European countries using multivariate statistical modeling methods. Methods: The study was implemented using Statistica 10 and Statistica Portable statistical packages. The statistical base of the study was formed using descriptive analysis; a group of 10 European countries was identified using a cluster analysis based on the application of an iterative divisive k-means method. The degree and significance of the interrelations between the components characterizing the studied groups of indicators were determined using canonical correlations by conducting a canonical analysis. Factor modeling is conducted by applying the analysis of the main components to determine the relevant indicators for assessing the level of healthcare system development to build integral indicators of the level of healthcare system development in European countries. Results: The need to improve the level of healthcare system development in European countries was confirmed. Shortcomings and possible reserves for potential improvement of the healthcare system were identified. Conclusions: The results can help public authorities, officials and employees of the healthcare sector organize and conduct effective, timely, high-quality regulation and adjustment of the regulatory and legislative framework to improve healthcare system development.