Digitalna preobrazba in optimizacija procesov servisiranja na področju gospodinjskih aparatov

Kokalj, Anton

| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

First page > Show document

Show document

Title:	Digitalna preobrazba in optimizacija procesov servisiranja na področju gospodinjskih aparatov
Authors:	ID Kokalj, Anton (Author) ID Kern, Tomaž (Mentor) More about this mentor... ID Jerebic, Janja (Comentor)
Files:	MAG_Kokalj_Anton_2022.pdf (1,88 MB) MD5: 1511C0A4E680D23BF4AC44F52FF67DCD
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	Obravnava magistrske naloge zajema problematiko vse manj učinkovitih poslovnih procesov servisiranja gospodinjskih aparatov in neenakovreden nagradno–motivacijski sistem za serviserje podjetja Gorenje. Skozi teorijo spoznavamo literaturo različnih avtorjev s področja strukturne, operativne učinkovitosti procesov, logistike in motivacije, ki jo uporabimo v analiziranju servisnih procesov: ̶ analiza aktivnosti podprocesa klicni center pokaže predolg čakalni čas na prostega klicnega operaterja, ̶ analiza podprocesa vnosa reklamacij v aplikacijo razkrije vrsto podvojenega dela in veliko možnost napačnega vnosa, ̶ analiza podprocesa razdeljevanja reklamacij med serviserje pokaže problem v logistiki, ̶ analiza podprocesa obdelave reklamacij predoči veliko administrativno obremenitev za serviserja, ̶ analiza podprocesa kreiranja potnega naloga pokaže pretežno nevešče načrtovanje serviserja, ̶ analiza podprocesa servisiranja pa kaže na različno obremenitev serviserjev in ̶ analiza motivacijsko–nagradnega sistema pokaže, da plačevanje po učinku ni enako pravično za vse serviserje, saj je iz nagrade izvzeta vožnja med strankami. V empiričnem delu s pomočjo sodobnih optimizacijskih orodij kreiramo strukturno in operacijsko učinkovite servisne procese. V podprocesu klicni center ni več čakajočih strank na strežbo in operaterji so razbremenjeni, v podprocesu vnosa reklamacij se pretežni del s predhodno registracijo odvija aplikativno, prav tako v podprocesih razdelitev reklamacij in obdelave reklamacij, kot je na primer naročilo materiala; kreacija potnega naloga poteka avtomatsko. Za razbremenitev in motivacijo so bili z raziskavo razviti trije nagradno–motivacijski sistemi, od katerih je najpravičnejši plačevanje po efektu oziroma plačevanje po efektivnem času dela in po času vožnje do strank. V sklopu sodelovanja s Špelo Dolenc, ki je v svojem magistrskem delu z anketiranjem serviserjev Gorenja proučevala vpliv digitalne preobrazbe in optimizacije procesov na motivacijo in zadovoljstvo serviserjev gospodinjskih aparatov, se je skozi kreacijo obeh magistrskih nalog razvijala občasna diskusija, ki širše osvetljuje problematiko in nakazuje še vrsto drugih rešitev.
Keywords:	Prenova procesov, digitalna preobrazba, procesi servisiranja, nagrajevanje zaposlenih, strukturna učinkovitost
Place of publishing:	Maribor
Year of publishing:	2022
PID:	20.500.12556/DKUM-83224
COBISS.SI-ID:	140645123
Publication date in DKUM:	03.02.2023
Views:	1065
Downloads:	105
Metadata:
Categories:	FOV
:	Copy citation

Average score:	(0 votes)
Your score:	Voting is allowed only for logged in users.
Share:

Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Licences

License:	CC BY 4.0, Creative Commons Attribution 4.0 International

Link:	http://creativecommons.org/licenses/by/4.0/
Description:	This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.
Licensing start date:	29.09.2022

Secondary language

Language:	English
Title:	Digital transformation and optimization of servicing processes in the area of household appliances
Abstract:	This master's thesis covers the problem of increasingly less efficient business processes of servicing household appliances and an unequal reward-motivation system for the repairmen of Gorenje. Through theory, we get to know the literature of various authors in the field of structural and operational efficiency of processes, logistics and motivation, which we use in analyzing service processes: • The analysis of the activity of the call center sub-process shows an excessively long waiting time for a free call operator • the analysis of the sub-process of entering complaints into the application reveals a type of duplicated work and a high possibility of incorrect entry • the analysis of the sub-process of distributing complaints between service technicians shows a problem in logistics, • the analysis of the sub-process of processing complaints shows a large administrative burden for service technician, • the analysis of the travel order creation sub-process shows mostly unskilled planning by the service technician, • the analysis of the servicing sub-process shows a different load on the service technicians, and • the analysis of the incentive-reward system shows that performance-based payment is not equally fair for all service technicians, as driving between customers is excluded from the reward. In empirical work, we create structurally and operationally efficient service processes with the help of modern optimization tools. As a result, in the call center sub-process, there are no more customers waiting for service and the operators are relieved, in the sub-process of entering complaints, the majority of the work takes place in an applicative manner with preliminary registration. In the sub-processes of distributing complaints and processing complaints, such as ordering materials and creating a travel order, the process takes place automatically. Three reward-motivation systems were developed through the research in order to increase the employee’s work motivation and create better workplace environment. As shown in the results of empirical part, the most appropriate is reward payment per worker’s effect, or variable payment defined by distinguishing between effective working time and by driving time to customers. As part of the cooperation with Špela Dolenc, who in her master's thesis by surveying Gorenje repairmen, studied the impact of digital transformation and optimization of processes on the motivation and satisfaction of household appliance repairmen, an occasional discussion developed through the creation of both master's theses, which sheds more light on the issue and indicates a type of other solutions.
Keywords:	Keywords: Renovation of processes, digital transformation, processes of servicing household appliances, rewards and benefits for employees, structural efficiency

Comments

Leave comment

You must log in to leave a comment.

Comments (0)

0 - 0 / 0

There are no comments!

Back