20.500.12556/DKUM-71040 Analiza in prenova procesa podpore strankam The analysis and renovation of the costumer support process V podjetju za računalniški inženiring, kjer se ukvarjamo z razvojem in prodajo programske opreme, smo z empiričnimi podatki analizirali kompleksnost in zmogljivost procesa podpore strankam. Z deskriptivno metodo sistematičnega pregleda literature smo razjasnili pomen uporabljene metodologije in ISO standarda in tako podrobno raziskali delovanje procesa v informacijski rešitvi, ki se vsakodnevno uporablja v podjetju. Prav tako smo raziskali vpliv procesa AS-IS in TO-BE na samo kompleksnost in zmogljivost. S pomočjo analize in sinteze ter dopolnilno deskriptivno metodo, ki zajema proces podpore strankam, smo v podjetju nadaljevali z merjenjem in analiziranjem porabljenih virov pri reševanju zahtevkov. Na ta način bo podjetje pridobilo bolj realno sliko nerentabilnih strank ter ustrezno ukrepalo pri morebitni izgubi in/ali pridobivanju financ in drugih sredstev. V podjetju smo poskušali izboljšati samo poslovanje in rast podjetja ter delovanje posameznih aktivnosti znotraj procesa podpore strankam. In the company of computer engineering, where we deal with sales and development of business software, we have analyzed the complexity and capacity of the customer support process with the empirical data. By means of the descriptive method of systematic review of the literature, we clarified the importance of using the methodology and ISO standard, and researched in detail the operation of the process in information solution, that is used on a daily basis in the company. We also investigated the impact of the AS-IS and TO-BE process on the complexity and performance itself. By means of analysis and synthesis and a complementary descriptive method, which includes the process of customer support, we continued to measure and analyze the used sources in claims solving. In this way, the company will acquire a more realistic picture of unprofitable customers and take appropriate action in case of loss and/or acquisition of finances and other assets. In the company, we tried to improve business and growth of the company and the operation of individual activities within the customer support process. ITIL ISO 9001:2015 proces podpore strankam kompleksnost zmogljivost ITIL ISO 9001:2015 Customer support process complexity performance true true false J. Kolarič Slovenski jezik Angleški jezik Magistrsko delo/naloga 2018-07-03 22:03:51 2018-08-13 13:29:36 2022-08-01 20:17:39 2019-07-11 18:28:08 2018 0 [Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 659.235(043.2) 21727510 URN:SI:UM:DK:DZKKIN8B MAG_Kolaric_Janja_2018.pdf MAG_Kolaric_Janja_2018.pdf 1 F1E51F7FB6F56080F1306457C5524C62 2879fedf28a7f95ce293047fe5c0412fc1f0ff60f6a5be429cf244e4e122be18 1d0db6af-7c10-11eb-bb7a-00155d0001ca 20.500.12556/dkum/471a3dfb-fee8-428d-a15d-618930595bce https://dk.um.si/Dokument.php?lang=slv&id=126602 Fakulteta za elektrotehniko, računalništvo in informatiko 0 0 0