Analiza in prenova procesa podpore strankam

Kolarič, Janja

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Title:	Analiza in prenova procesa podpore strankam
Authors:	ID Kolarič, Janja (Author) ID Polančič, Gregor (Mentor) More about this mentor...
Files:	MAG_Kolaric_Janja_2018.pdf (2,96 MB) MD5: F1E51F7FB6F56080F1306457C5524C62 PID: 20.500.12556/dkum/471a3dfb-fee8-428d-a15d-618930595bce
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	FERI - Faculty of Electrical Engineering and Computer Science
Abstract:	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.
Keywords:	ITIL, ISO 9001:2015, proces podpore strankam, kompleksnost, zmogljivost
Place of publishing:	[Maribor
Publisher:	J. Kolarič
Year of publishing:	2018
PID:	20.500.12556/DKUM-71040
UDC:	659.235(043.2)
COBISS.SI-ID:	21727510
NUK URN:	URN:SI:UM:DK:DZKKIN8B
Publication date in DKUM:	13.08.2018
Views:	1509
Downloads:	182
Metadata:
Categories:	KTFMB - FERI
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Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	03.07.2018

Secondary language

Language:	English
Title:	The analysis and renovation of the costumer support process
Abstract:	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.
Keywords:	ITIL, ISO 9001:2015, Customer support process, complexity, performance

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