UVEDBA POSLOVNEGA DRUŽABNEGA OMREŽJA V ENOTI ZA ODNOSE S STRANKAMI

Pavlič, Kaja

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Title:	UVEDBA POSLOVNEGA DRUŽABNEGA OMREŽJA V ENOTI ZA ODNOSE S STRANKAMI
Authors:	ID Pavlič, Kaja (Author) ID Pucihar, Andreja (Mentor) More about this mentor...
Files:	MAG_Pavlic_Kaja_2013.pdf (2,66 MB) MD5: 18D9DA3DE49123DC79C894F7CCB0A215
Language:	Slovenian
Work type:	Master's thesis
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	Magistrsko delo obravnava področje uporabe družabnega poslovanja v podjetju. V zadnjih letih opažamo, da so se družabna omrežja zelo razširila, zaradi česar smo želeli prikazati, da obstajajo tudi družabna omrežja za podjetja, t.i. poslovna družabna omrežja. V nalogi smo se osredotočili na oddelek Enota za odnose s strankami, ki deluje v okviru večje zavarovalnice v Sloveniji in strankam nudi splošne informacije preko različnih komunikacijskih kanalov. Obravnavali smo problematiko pomanjkanja informacij, ki jih imajo zaposleni v tej enoti zaradi slabše povezanosti s strokovnimi službami. Iz tega razloga želimo vzpostaviti sistem, ki bo zaposlenim olajšal delo in da bodo na enem mestu dobili vse informacije, ki jih potrebujejo za odgovore strankam. Želimo omogočiti, da se Enota za odnose s strankami in strokovne službe povežejo na način, ki bo omogočal nemoteno opravljanje dela, tako ene kot druge službe, s čimer bomo povečali zadovoljstvo zaposlenih, nemoten pretok informacij in ustrezen nivo zagotavljanja storitev, kar posledično doprinese k zadovoljstvu strank. V teoretičnem delu smo predstavili družabna omrežja in družabno poslovanje. Na kratko smo predstavili njune bistvene značilnosti in funkcionalnosti. Predstavili smo tudi primer podjetja, ki je uvedlo družabno poslovanje in prednosti uporabe le-tega. V praktičnem delu smo predstavili rešitev IBM Connections in možnosti, ki jih rešitev nudi. S pomočjo zunanjih izvajalcev smo izdelali prototipno rešitev in jo predstavili zaposlenim v oddelku. Zaposleni v Enoti za odnose s strankami so prototipno rešitev preizkusili in nam s pomočjo anketnega vprašalnika podali povratne informacije. Odgovori so predstavljeni v delu, ki obravnava mnenja uporabnikov. Na koncu naloge smo predstavili funkcionalnosti, ki bi jih morala imeti programska rešitev družabnega poslovanja, prav tako smo predstavili predloge za uvedbo rešitve in podali priporočila za nadaljnji razvoj.
Keywords:	Poslovno družabno omrežje, družabno poslovanje, IBM Connections, prototip.
Place of publishing:	Kranj
Year of publishing:	2013
PID:	20.500.12556/DKUM-41805
COBISS.SI-ID:	7224339
NUK URN:	URN:SI:UM:DK:IYJTBE9F
Publication date in DKUM:	11.10.2013
Views:	1914
Downloads:	182
Metadata:
Categories:	FOV
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Secondary language

Language:	English
Title:	IMPLEMENTATION OF SOCIAL COMMERCE IN THE CUSTOMER RELATIONSHIP UNIT
Abstract:	The master's thesis deals with an area of social business in a company and its use. In recent years there has been a widespread trend towards the use of social networks, which have also been present in companies. Therefore, we try to illuminate social networking at corporate level, called business social networking or, in other words, social commerce. The thesis focuses on the department called the Customer Relationship Unit (Slovenian: Enota za odnose s strankami; EOS), which operates within the framework of a large Slovenian insurance company and provides general information to customers via various communication channels. We deal with the issue of a lack of information which the staff employed in the Customer Relationship Unit has to face due to loose links with expert services. We wish to establish a system which would ease the work of the staff and enable it to obtain all the necessary information in one place, i.e. the information needed to satisfy the needs of the customers. We want to establish a connection between the Customer Relationship Unit and expert services which would provide both sides with undisturbed performance of work. This would increase the level of employee satisfaction, an uninterrupted flow of information and an appropriate level of the provision of services, which would consequently lead to customer satisfaction. The theoretical part of the thesis presents social networks and social business, with a brief overview of their essential characteristics and kinds of functionality. In addition, we illustrate the case study of a company which has introduced social business, and illuminate its advantages of use. The practical part presents the solution called IBM Connections and the options offered by this solution. With the help of outsourcing staff we elaborated a prototype solution and introduced it to the staff of the Customer Relationship Unit, who tried the prototype solution and sent us their feedback via a survey questionnaire. The answers are presented in the part of the thesis which deals with opinions of the staff. The concluding part of the thesis presents different kinds of functionality demanded of the program solution of social business. Furthermore, we present proposals for introducing the solution and make recommendations for further development.
Keywords:	Social commerce, social business, IBM Connections, prototype.

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