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Title:PROCES IZBIRE IN POSTOPEK UVAJANJA KADROV V KLICNEM CENTRU TEHNIČNE POMOČI
Authors:ID Terner, Katarina (Author)
ID Novak, Vesna (Mentor) More about this mentor... New window
Files:.pdf VS_Terner_Katarina_2009.pdf (1,56 MB)
MD5: 5AF01E11A535A1FDD934D1F5F54BFD4B
PID: 20.500.12556/dkum/07216499-ff8c-416a-a03f-f538cb2ebcbf
 
Language:Slovenian
Work type:Undergraduate thesis
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:Pomen kadrovske funkcije v podjetjih narašča, ker zaposleni v podjetju postajajo ključni dejavnik uspešnosti podjetja in sicer predvsem v storitvenih podjetjih, kjer konkurenčno prednost podjetja gradijo na zaposlenih, ki povečujejo potrošnikov presežek in so osnova za diferenciacijo storitev v očeh kupcev. Tema diplomske naloge je proces izbire in postopek uvajanja kadrov v klicnem centru tehnične pomoči v podjetju Telekom Slovenija d.d., ker v podjetju obstaja problemsko stanje visoke fluktuacije kadrov, predvsem zaposlenih, ki v podjetju opravljajo delo preko študentskih napotnic. Rdeča nit diplomske naloge je analiza procesa izbire in postopek uvajanja kadrov v klicnem centru tehnične pomoči v podjetju Telekom Slovenija d.d.. V teoretičnem delu je predstavljen proces planiranja kadrov ter pridobivanje, izbira in uvajanje kadrov, podana so spoznanja že napisanega glede področja kadrovanja. Omenjeni procesi so ključnega pomena za pridobitev ustreznih kadrov, saj le ti omogočajo podjetju dosegati primerno učinkovitost in posledično poslovno uspešnost. Izbor neustreznih kadrov podjetju povzroča nepotrebne stroške ter slabše poslovne rezultate, zato je za podjetje ključnega pomena, da pri poslovanju ne zanemari kadrovske funkcije, ki podjetju pomaga optimalno izkoristiti kadrovski potencial. Raziskovalni del je namenjen analizi pridobivanja kadrov v podjetju Telekom Slovenija d.d., kjer obstaja problem visoke fluktuacije kadrov. Namen analize je bil preučiti strukturo kadrov, ki so se prijavili na razpisana delovna mesta in ki so šli skozi prvo sito selekcije. Cilj analize je bil pridobiti oceno o ustreznosti procesa pridobivanja in izbora kadrov v omenjenem podjetju.
Keywords:kadrovski procesi, planiranje kadrov, izbor kadrov, uvajanje in izobraževanje kadrov, spremljanje kadrov
Place of publishing:Maribor
Year of publishing:2009
PID:20.500.12556/DKUM-12386 New window
COBISS.SI-ID:6553619 New window
NUK URN:URN:SI:UM:DK:YQ7QVR9L
Publication date in DKUM:03.12.2009
Views:3248
Downloads:726
Metadata:XML DC-XML DC-RDF
Categories:FOV
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Secondary language

Language:English
Title:THE SELECTION PROCESS OF EMPLOYEES AND THEIR INITIATION IN THE CALL CENTER FOR TECHNICAL SUPPORT
Abstract:The importance of human resources function inside enterprises is increasing, due to the fact that the employees are becoming a key factor of the enterprises' success, particularly in service businesses. In such, the competitive advantage of the enterprise is build upon employees, who increase consumer surplus and are as well the base for service differentiation in the eyes of the buyer.The diploma research work focuses on the process of selection and on the process of personnel deployment inside technical support call center of the company Telekom Slovenia d.d., due to the company’s problem-state of high turnover of staff, particularly employees who work in the company through student referrals. The main object of the diploma research work is the analysis of the recruitment process and the proceeding of human resources initiation inside technical support call center of the company Telekom Slovenia d.d.. The aim of the theoretical part is to describe the process of working staff planning, the acquisition, selection and deployment of staff as well. The issues about human resources function that have already been worked on are presented. Mentioned processes are crucial in obtaining the adequate personnel, since they enable the company to achieve adequate efficiency and, consequently, performance. Selection of inadequate human resources creates unnecessary costs as well as poor operating results, therefore it is crucial for the company not to neglect human resource function while performing business. This function helps the company to optimize the potential of the staff. The aim of the research part is the analysis of production personnel in the company Telekom Slovenia d.d., where there is a problem of high turnover of working staff. The purpose of the analysis was to examine the structure of personnel who have responded to the job advertisements and have passed the first selection. The aim of the analysis was to provide an assessment of adequacy of the production process and selection of personnel in that company.
Keywords:human resource process, human resource planning, process of personnel selection, recruitment process and personnel education, personnel monitoring.


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