Upravljanje pogreškama u uslužnom sustavu na primjeru banke

master's thesis

• Title (english): Error management in the service sector on the bank example
• Author: Anita Udovičić
• Mentor: Jasna Prester (mentor)
• Committee member: Tomislav Hernaus (predsjednik povjerenstva)
• Committee member: Ana Aleksić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2019-09-12, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Razvoj financijskih usluga s rastućom razinom informacijske tehnologije, čine aktivnosti banaka, a time i njihove profile rizika sve složenijima pri čemu se ističe značajan utjecaj operativnih rizika na konačne rezultate poslovanja. Sve češće zabilježeni slučajevi velikih operativnih gubitaka, jačaju svijest organizacija o važnosti uspostavljanja djelotvornog sustava za upravljanje operativnim rizicima te identificiranje ključnih mjera za sprječavanje i ublažavanje istih. U postizanju navedenog, vidljiva je važna uloga adekvatnog menadžmenta koji obuhvaća skup vrijednosti zaposlenika i organizacije, stavova, sposobnosti i ponašanja koji određuju stil i metode uspješnog upravljanja. Teorijski dio rada, zajedno s empirijskim, ukazuje na ključne aspekte operativnih rizika te izdvaja relevantne elemente učinkovitog okvira upravljanja.

Abstract (english)

The development of financial services with the increasing level of information technology makes banks' activities, their time and their risk profiles increasingly complex. This makes a significant impact of operational risks to final business results. Increasingly reported cases of major operational losses are raising the organization's awareness of the importance of having an effective operational risk management system and identifying key measures for preventing and mitigating them. In achieving this, the important role of adequate management is evident, which is encompassing a set of employee and organization values, attitudes, abilities and behaviors that determine the style and methods of successful management. The theoretical part of the paper, together with the empirical one, points to various aspects of operational risks and highlights the relevant elementary management frameworks.

• Keywords: operativni rizik; bankovni sektor; menadžment; usluge
• Keywords (english): operational risk; bank sector; management; services
• Language: croatian
• URN:NBN: urn:nbn:hr:148:510337
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2019-09-24 11:06:33