20.500.12556/DKUM-60081 UVEDBA BREZPAPIRNEGA DELOVNEGA NALOGA IMPLEMENTATION OF PAPERLESS WORK ORDER V diplomski nalogi je opisana namestitev, prilagoditev in uporaba sistema za sledenje servisnim zahtevkom. Sistem je postavljen v podjetju Advant d.o.o. in omogoča brezpapirni način delovanja oddelka tehnične podpore. Cilj vpeljave sistema je bil zamenjava obstoječega načina sledenja servisnih zahtevkov. Papirni delovni nalogi v uporabi so postali preokorni za današnje čase. Nujno je bilo omogočiti mobilni dostop in odpraviti napake zaradi ročnega načina vnosa in prenosa informacij. Uporabili smo sistem za sledenje zahtevkom OTRS, ki je razvit v spletni tehnologiji. Nastal je kot produkt odprtokodne skupnosti in je prosto dostopen za implementacijo sprememb ter zelo prilagodljiv. Rezultat predstavlja uporabno rešitev, ki dobro služi svojem osnovnemu namenu elektronskega sledenja zahtevkov. Pokazala se je tudi občutna pohitritev in povečana natančnost delovnega procesa. Izboljšave so občutne tudi pri iskanju in dostopu do informacij. Glavni cilji projekta so bili doseženi. Kot možnosti nadaljnjega razvoja vidimo širitev uporabe sistema v druge oddelke znotraj podjetja in ureditev dostopa za stranke, ki že deluje v pilotni fazi. This thesis describes the implementation, adjustment and use of a system of tracking service events. The example has been practically introduced in the company Advant. It enables paperless mode of operation in technical support department. The aim of introducing the system was replacing the existing methods of tracking service requests. Work orders in paper form have become far too cumbersome to use in today's times. It was imperative to us to enable mobile access and to eliminate errors due to manual data input. We used the Open Tracking Request System application - OTRS, which has been developed in web technology. It was built as a result of open source community and is freely available to its users to implement their own changes. This makes it very flexible. The result represents a useful solution, serving its basic purpose, i.e. electronic tracking of service requests. This also resulted in significant acceleration and increased accuracy of the work process. Improvements have also been recorded in search times and information availability. The project’s main aims have thus been achieved. Further development is seen in the expansion of the system to other departments within the company. Another future possibility is enabling access for customers, which is for the moment operating as a pilot project. brezpapirno poslovanje sistemi sledenja dogodkov center za podporo strankam odprti sistem za zahtevke odprta koda. paperless operations event tracking system customer support centre open ticket request system open source. true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2016-06-08 09:38:58 2016-06-22 09:52:04 2022-06-22 03:05:54 2019-07-11 11:35:06 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7613971 URN:SI:UM:DK:G8NXWKGB VS_Skufca_Metod_2016.pdf VS_Skufca_Metod_2016.pdf 1 D5572C2E87993CA7FAC492F8FA18E62F 2ae2cb1a84a94f13549f38e367617410988b446925e7357a37b480b3e5d1caac a7e387e5-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=93806 Fakulteta za organizacijske vede 0 0 0