Mapiranje uslužnih procesa

undergraduate thesis

• Title (english): Mapping of services processes
• Author: Bruno Čok
• Mentor: Nedeljko Štefanić (mentor)
• Granter: University of Zagreb; Faculty of Mechanical Engineering and Naval Architecture; Zagreb
• Defense date and country: 2016-03-03, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Mechanical Engineering

Abstract

Ne tako davno kompanije su počele koristi različite metode optimizacije procesa kako bi dosegle svoje ciljeve i poboljšale procese. Metode poput leana, procesnog pristupa i Six Sigme omogućuju značajne novčane uštede u kraćem vremenskom periodu.

Svaka metoda sastoji se od drugačijih alata i principa koji se koriste u proceseu. Objašnjenjem tih alata dat će dobar prijedlog za unaprijeđenje poslovnog procesa. Također, mapiranje toka vrijednosti daje jasan prikaz prednosti i mana trenutnog procesa s ciljem poboljšanja. Ako si zadamo određeni cilj važno je držati se određenih pravila.

Svrha ovog rada je evaluirati poslovne procese uslužnih djelatnosti koristeći mapiranje procesa. Sljedeći korak je statistička analiza te predlaganje poboljšanja.

Abstract (english)

Recently, companies have started using different methods of process optimization to reach their goals and improve processes. Methods like lean, process approach and Six Sigma enable significant financial and time savings.

Every method consists of different tools and principles which are used in process. Explanation of this tools will give a good idea how to improve business processes. Also, value stream mapping gives clear view into advantages and disadvantages of process with the purpose of its improvement. If we set certain goal and want to achieve it, it is important to follow specific rules.

The purpose of this study was to investigate business processes in service industry company using value stream mapping and highlighting components with lower grades. Next step is statistic analysis and according to its results the improvements will be proposed.

• Keywords: procesni pristup; lean menadžment; mapiranje toka vrijednosti; mapiranje toka vrijednosti u uslužnim djelatnostima
• Language: croatian
• URN:NBN: urn:nbn:hr:235:095783
• Study programme: Title: Mechanical Engineering; Study programme type: university; Study level: undergraduate; Academic / professional title: sveučilišni/a prvostupnik/ prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka strojarstva (sveučilišni/a prvostupnik/ prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka strojarstva)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2019-05-22 16:17:40