Povečanje efikasnosti uslužnih procesa primjenom alata vizualnog menadžmenta

professional thesis

• Author: Davor Pšenica
• Mentor: Nedeljko Štefanić (mentor)
• Committee member: Dragutin Lisjak (predsjednik povjerenstva)
• Committee member: Nedeljko Štefanić (član povjerenstva)
• Committee member: Ivica Veža (član povjerenstva)
• Granter: University of Zagreb; Faculty of Mechanical Engineering and Naval Architecture; Zagreb
• Defense date and country: 2016-03-23, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Mechanical Engineering

Abstract

U ovom završnom radu opisuje se koncept 5S vizualnog menadžmenta i kompatibilnih alata, te njihovi učinci primjene na organizaciju poduzeca, na poboljšanje procesa, na pristup poslovanja u svrhu optimiranja resursa i smanjenju gubitaka. Opisan je alat 5S i njegov razvoj u smislu daljnjih S-ova, metodologija vizualnog menadžmenta s prednostima koje donosi u razumijevanju procesa od strane korisnika usluga i samih djelatnika, Paretova analiza kako bi se ustanovili bitni čimbenici u tehničkoj neispravnosti za 80% slucajeva, Špageti dijagrami kako bi se ustanovili gubici u nepotrebnom traženju alata i općenito loše pozicioniranosti uređaja i opreme, te su određeni kljucni pokazatelji izvedbe pomoću kojih ce se mjeriti uspješnost poslovanja stanica za tehnički pregled vozila. Detaljno je opisana organizacijska struktura poduzeća Centar za vozila Hrvatske. Dani su primjeri dobrih učinaka koncepta 5S vizualni menadžment na dvije stanice za tehnički pregled vozila i usporedno primjeri lošeg stanja prije. Načela koncepta 5S vizualnog menadžmenta poštivala su se kod izgradnje CVH STP PRELOG, što je pridonijelo uspješnijem poslovanju, a opisano je u prvom primjeru ovog rada prilikom predstavljanja koncepta i alata. Također, u drugom primjeru ovog rada koncept i alati primijenjeni su na CVH STP ZAGREB-1, gdje su se prilikom izgradnje također poštivala načela koncepta, međutim ista su zanemarena iz neobjašnjivih razloga. Vraćanjem navedenih vrijednosti i načela, ponovno se uspostavila bolja organiziranost, kvalitetniji rad i bolja ocjena od strane korisnika usluga kroz veći broj pruženih usluga. Sve odgovorne osobe u stanicama za tehnički pregled vozila, u kojima CVH zapošljava djelatnike, trebaju organizirati rad na način da svakodnevno poštuju načela alata 5S, dok je samo u nekima uvedena i metodologija vizualnog menadžmenta. U budućem radu poduzeća CVH, cilj je da se u svim stanicama za tehnički pregled vozila primijeni koncept 5S vizualnog menadžmenta.

Abstract (english)

This final work describes the concept of 5S visual management and compatible tools,
and their effects on the application of the organization of enterprises, to improve the
process, to access business applications to optimize resources and reduce losses.
Described is a tool 5S and its development in terms of further S's, visual
management methodology with the advantages of the understanding of the process
of the clients and the employees themselves, Pareto analysis in order to identify
important factors to a technical failure in 80% of cases, Spaghetti diagrams in order
to determine the losses in the unnecessary search tools and generally bad
positioning devices and equipment, as well as certain key performance indicators by
which to measure the performance of a station for technical inspection of vehicles.
Is described in detail the organizational structure of the company Vehicle Center of
Croatia.
Examples are given of good effects of the concept of 5S visual management on two
stations for technical inspection of vehicles and comparative examples of the bad
condition before.
The principles of the concept of 5S visual management were observed the
construction CVH STP PRELOG, what has contributed to a more successful
business and is described in the first example of this work during the presentation of
concepts and tools. Also, in another example of the concept of work and tools have
been applied to the CVH STP ZAGREB-1, where they are when building also respect
the principles of the concept, but the same are ignored explicable reason. Restoring
the above values and principles, re-establish a better organization, better quality of
work and a better rating by users of services through a number of services provided.
All responsible persons in stations for technical inspection of vehicles, in which CVH
employs workers should organize work in a way that everyday respect the principles
of 5S tool, while only some introduced and methodology of visual management. In
future work of the company CVH, the goal is that all stations for technical inspection
of vehicles to apply the concept of 5S visual management.

• Keywords: uslužna djelatnost; vizualni menadžment; alati vizualnog menadžmenta; lean&green; alat 5S; Špageti dijagrami; Pareto analiza; ključni pokazatelji izvedbe – KPI
• Keywords (english): service industry; visual management; visual management tools; lean&green; 5S tool; spaghetti diagrams; Pareto analysis; key performance indicators - KPIs
• Language: croatian
• URN:NBN: urn:nbn:hr:235:015515
• 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: Open access
• Created on: 2021-05-26 12:15:56