20.500.12556/DKUM-18978 IZBOLJŠAVA PROCESA KARTIČNEGA POSLOVANJA V PODJETJU ABANKA VIPA IMPROVEMENT OF PROCESS FOR CREDIT AND PAY CARD OPERATION IN COMPANY ABANKA VIPA Kakovost storitev je odvisna od kakovosti procesa izvajanja teh storitev. Obravnavali smo storitev transakcije s plačilno ali kreditno kartico banke Abanka Vipa d.d. Ugotovili smo, da se v procesu pojavljajo različne napake, katerih posledice so reklamacije imetnikov kartic in prodajnih mest. Napake, ki smo jih evidentirali, smo analizirali z uporabo nestatističnih orodij za management kakovosti. Rezultati analize so pokazali, da ima banka zaradi napak materialno škodo zaradi izgube prihodkov in druge negativne posledice, predvsem izgubo ugleda. Z vzročno-posledičnim diagramom smo ugotovili, da večina napak nastane pri vnosu podatkov v informacijski sistem v banki ali procesnem centru. Ker banka ne vpliva na izvajanje procesov v procesnem centru, smo predlagali izboljšave procesov, ki jih izvajamo v oddelku podpore kartičnemu in bankomatskemu poslovanju v banki. Za celovito rešitev problema smo predlagali sodelovanje s procesnim centrom pri stalnih izboljšavah procesa, ki vključuje skupno načrtovanje in izvajanje izboljšav ter tudi spremljanje rezultatov. Tako bi bistveno izboljšali kakovost storitve kartičnega poslovanja v banki Abanka Vipa d.d. Quality of services depends on quality of processing those services. We considered service of the pay and credit card transactions in Abanka Vipa d.d. We found, that variety of failures occurs in the process, that cause claims of card holders and retailers. We analyzed the failures that were recorded using non-statistical tools for quality management. Results of analysis showed that the damage to bank failures due to loss of revenue and other negative consequences, notably the loss of the bank's reputation. With cause effect diagram, we found that most errors occur when entering data into the information system in a bank or in a process center. Since the bank could not influence the processes in the process center we propose improvements of processes in the bank department of card and ATM support. For a complete solution to the problem, we propose cooperation with process center in constant improvement process which includes joint planning and implementation of improvements, and monitoring results. This is the way for significantly improvement of services of the card operations in Abanka Vipa d.d. bank. kreditna kartica plačilna kartica banka kakovost storitev management kakovosti transakcija orodja managementa kakovosti credit card pay card bank quality of services quality management transaction quality management tools true true false Slovenski jezik Angleški jezik Diplomsko delo 2011-06-14 10:08:22 2011-08-17 10:51:14 2022-04-12 03:58:32 2023-12-24 03:32:22 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6896659 URN:SI:UM:DK:THRUEVUZ Fakulteta za organizacijske vede 0 0 0