20.500.12556/DKUM-20115 IZBOLJŠANJE PROCESA STORITEV IMPROVING THE PROCESS OF SERVICES Današnje turbulentno poslovno okolje prinaša podjetjem neprestane izzive. Globalizacija in gospodarske ter politične razmere prisilijo podjetja k nenehnemu prilagajanju in iskanju izboljšav. Konkurenca narekuje vedno hujši ritem, zato morajo biti spremembe hitre in kar se da učinkovite. Poznamo veliko način izboljšanja poslovanja podjetja. V mojem diplomskem seminarju sem preučil prenovo poslovnih procesov. Način prenove poslovanja je več. Štirje najpomembnejši so: celovita prenova poslovanja, celovit management kakovosti, management znanja in management poslovnih procesov. Obstaja tudi več vidikov prenove poslovnih procesov. V diplomskem seminarju sem omenil kulturni vidik, strukturni vidik, kadrovski vidik in tehnološki vidik. Temeljni cilji prenove poslovnega procesa so nižji čas dela, nižji stroški dela in večja kakovost izdelka oziroma storitev. Uresničitev vseh teh ciljev pomeni optimizacijo podjetja. Poslovni proces je po Kovačiču skupek logično povezanih izvajalskih in nadzornih postopkov in aktivnosti, katerih posledica oziroma izid je načrtovani izdelek ali storitev. Poznamo ključne in podporne poslovne procese. Podjetje A-MB d.o.o. je danes sodobno in uspešno podjetje. Njihov ključni poslovni proces je proces storitev. Proces zajema serviranje osebnih in tovornih vozil. Ugotovil sem, da proces storitev ni maksimalno učinkovit, zato sem ga preučil in izboljšal. Z analizo sem ugotovil, da so zanesljivost popravila, cena popravila, hitrost popravila in prijaznost zaposlenih glavne potrebe njihovih zunanjih odjemalcev. Prav tako sem opredelil da so dobra plača, ugodni delovni pogoji, primerna oprema za delo in topla malica glavne potrebe notranjih odjemalcev. Z predlogom izboljšanja poslovnega procesa storitev in z opredeljenimi potrebami zunanjih ter notranjih odjemalcev sem podjetju pomagal pri izboljšavi poslovanja. V kolikšni meri pa bo predlog izkoriščen, pa je odvisno od podjetja samega. Today's turbulent business environment brings to companies continuing challenges. Globalization, economic and political conditions forced companies to constantly adapt and improve. Competition dictates the pace of increasing competition, and changes must be rapid and efficient. There are many way to improve business operations. In my undergraduate seminar I consider improvements of business processes. Ways of improvements are many. The four most important are: business process reengineering, total quality management, knowledge management and business process management. There are several aspects of business processes. I mentioned the cultural aspect, the structural aspect, human aspects and technological aspects. Main goals of business process reengineering are the shorter part time, lower labor costs and higher quality product or service. Achieving all these objectives mean business optimization. Business process as a set of logically related executive and supervisory procedures and activities that result or outcome of the planned product or service. There are key and support business processes. Company A-MB d.o.o. are today modern and successful company. Their key business process is a process service. The process includes serving personal vehicles and trucks. I have found that service process is not completely effective, so I studied it and improved. I found that the reliability of repair, the repair cost, the repair speed and friendliness of staff are the main needs of their external customers. I also identified that good pay, good working conditions, good equipment for work and a hot meal are the main needs of internal customers. By proposing improvements in business process services and with the identified needs of external and internal customers, I helped company to improve the business. On the company depends if they will use this improvements and take advantage on it. Poslovni proces poslovni proces storitev spremembe izboljšave podjetje konkurenca management A-MB d.o.o. Business process business process services changes improvements company competition management A-MB d.o.o. true true false [K. Kristl] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2011-09-09 00:49:23 2011-11-29 09:31:35 2022-04-14 07:38:42 2023-12-26 03:07:44 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.6 10866460 URN:SI:UM:DK:DTGTVALL UNI_Kristl_Klemen_2011.pdf UNI_Kristl_Klemen_2011.pdf 1 E4B9B480CB0F47E691B7E400B2FE61AF 5ae461a300b9c26261679102da3a41e28c92a6bebb69b1389d970b50803369aa 82b9bd23-7c05-11eb-bb7a-00155d0001ca 20.500.12556/dkum/d85a5fff-6031-4c0b-9e34-a9cdc66e9871 https://dk.um.si/Dokument.php?lang=slv&id=25455 Ekonomsko-poslovna fakulteta 0 0 0