| Abstract | U ovom radu fokus je na metodama i tehnikama unapređenja poslovnih procesa kao ključnih sastavnica svake organizacije koja djeluje na tržištu. Kako je cilj svake organizacije obavljati svoju djelatnost na efikasan način tako je i ključno težiti optimizaciji i konstantnom poboljšanju postojećih procesa u skladu sa zahtjevima potrošača, tržišta i/ili dionika.
Pojam unapređenja poslovnih procesa nije nešto što se može okarakterizirati kao novitet jer su se začeci mapiranja poslovnih procesa razvili još u doba početka japanske automobilske industrije (posebice u Toyoti) te su Japanci upravo i zaslužni za velik broj metoda za poboljšanje poslovnih procesa. Neke od najpoznatijih metoda koje se danas koriste su: Just in time, Kanban, Total Quality Management, Supply Chain Management, SMED i Šest sigma.
Metodologija koja će biti ključna u ovome radu naziva se Šest sigma koja označava skup metodologija i alata koji se koriste za poboljšanje poslovnih procesa smanjenjem nedostataka i pogrešaka u procesima. Uz Šest sigmu također se veže i Lean metodologija kojoj je za cilj povećanje efikasnosti što ih u kombinaciji čini moćnom vodiljom svake procesno orijentirane organizacije. Ciljevi ovog rada su: (1) opisati različite koncepte unapređenja poslovnih procesa, (2) prikazati razlike između njih i kako ih primijeniti i (3) na primjeru odabranog poslovnog procesa prikazati moguća poboljšanja primjenom jedne od metoda. Analizom različite literature kojoj je fokus na unapređenju poslovnih procesa i popisom metoda za iste biti će provedena studija slučaja, nad procesima Ekonomskog fakulteta Zagreb, kao istraživačka metoda. Prikupit će se svi potrebni podaci za utvrđivanje postojećeg tijeka poslovnog procesa koji će biti sažeti dijagramima te će se prikazati i potencijalna poboljšanja. Primjer koji će biti korišten u studiji slučaja je proces upisa studenata na Ekonomski fakultet Zagreb. Studija slučaja krenut će prikupljanjem podataka o sadašnjem procesu pomoću metoda Šest sigme, točnije SIPOC dijagramom te redizajnu istih u okvirima metodologija navedenih ranije. |
| Abstract (english) | The focus of this paper is on the methods and techniques of improving business processes as key components of every organization that operates on the market. As the goal of every organization is to perform its activities efficiently, it is also crucial to strive for optimization and constant improvement of existing processes by the demands of consumers, the market and/or stakeholders.
The concept of improving business processes is not something that can be characterized as a novelty because the beginnings of business process mapping were developed at the beginning of the Japanese automobile industry (especially in Toyota) and the Japanese are responsible for a large number of methods for improving business processes. Some of the most famous methods used today are: Just in Time, Kanban, Total Quality Management, Supply Chain Management, SMED, and Six Sigma.
The methodology that will be the key in this paper is called Six Sigma, which means a set of methodologies and tools used to improve business processes by reducing defects and errors in processes. Lean methodology is also associated with Six Sigma, the goal of which is to increase efficiency, which in combination makes them a powerful guide for any process-oriented organization. The goals of this paper are: (1) to describe different concepts of improving business processes, (2) to show the differences between them and how to apply them, and (3) to show, on the example of a selected business process, possible improvements by applying one of the methods. Through the analysis of different literature that focuses on the improvement of business processes and the list of methods for them, a case study will be conducted on the processes of the Faculty of Economics and Business in Zagreb as a research method. All the necessary data will be collected to determine the current flow of the business process, which will be summarized with diagrams, and potential improvements will also be shown. The example that will be used in the case study is the process of enrolling students at the Faculty of Economics and Business in Zagreb. The case study will start with the collection of data on the current process using Six Sigma methods, more specifically the SIPOC diagram, and their redesign within the framework of the methodologies mentioned earlier. |
