Mapiranje i unapređenje procesa uslužnoga poduzeća

professional thesis

• Author: Luka Dorić
• Mentor: Nedeljko Štefanić (mentor)
• Committee member: Nedeljko Štefanić (predsjednik povjerenstva)
• Committee member: Ivica Veža (član povjerenstva)
• Committee member: Dragutin Lisjak (član povjerenstva)
• Granter: University of Zagreb; Faculty of Mechanical Engineering and Naval Architecture; Zagreb
• Defense date and country: 2015-02-06, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Mechanical Engineering

Abstract

Ovaj završni rad opisuje pojam Lean, njegovo značenje i primjenu u uslužnim djelatnostima.
Iako je Lean filozofija poznata već dugi niz godina u proizvodnji, primjena ove menadžerske
filozofije nije toliko rasprostranjena u uslužnim djelatnostima. U prvom dijelu rada opisane su
teoretske osnove Lean-a u proizvodnji i prilagodba primjene na uslužne djelatnosti.
Zbog specifičnosti uslužnih djelatnosti, u radu su objašnjene razlike u odnosu na proizvodne
pogone, te različite zapreke na koje je moguće naići prilikom implementacije Lean-a u neku
uslužnu djelatnost. Opisani su neki slučajevi primjene Lean-a u neproizvodnim
organizacijama, spomenuta su poboljšanja i uštede kao rezultat primjene Lean-a.
U drugom dijelu rada dan je opis jedne uslužne organizacije, te pregled nekih procesa koji su
obavljaju u spomenutoj organizaciji. Uz pomoć procesnog pristupa, moguće je uočiti prilike
za poboljšanja procesa na način da se eliminiraju gubici, čekanja i zastoji. Svi prijedlozi
predstavljeni su u svrhu poboljšanja usluge za samog kupca ili korisnika usluge.
Zaključak je rada da procesni pristup i mapiranje procesa nude sliku iz perspektive kupca ili
korisnika usluge pa je na takav način moguće odstraniti one dijelove procesa koje kupac ne
želi i nije ih spreman platiti.

Abstract (english)

The final paper describes the concept of Lean and application of Lean in service. Although
the Lean philosophy is known for many years in manufacturing, the application of this
management philosophy is not widespread in the service. The first part of this paper describes
fundamentals of Lean manufacturing and application adjustments to service industries.
Due to specificity of service, differences between production facilities and service are
explained later in this paper. It is also explained what kind of obstacles may encounter during
implementation of Lean in a service. Some case studies are given as examples of
implementation of Lean in non-manufacturing organizations, improvements and cost savings
as a result of the application of Lean.
In the second part of this paper, a service organization is described with some of the processes
that are present. That way it is possible to see improving opportunities and eliminate wastes,
waiting times and delays. All proposals are presented in order to improve services to the end
customer.
The conclusion of this paper is that looking at the process from the customer point of view,
and using value stream mapping, it is possible to find and eliminate all the parts of the process
that customer is not willing to pay.

• Keywords: usluga; uslužna djelatnost; Lean; procesi; poboljšavanje procesa; Kaizen; tehnički pregled vozila; registracija vozila
• Keywords (english): service; service industry; Lean; process; process improvement; Kaizen; vehicle inspection; vehicle registration
• Language: croatian
• URN:NBN: urn:nbn:hr:235:530709
• Study programme: Title: Mechanical Engineering and Naval Architecture - specialist; Study programme type: university; Study level: postgraduate specialist; Academic / professional title: sveučilišni/a specijalist/specijalistica strojarstva i brodogradnje (sveučilišni/a specijalist/specijalistica strojarstva i brodogradnje)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Closed access
• Created on: 2021-05-27 09:15:42