Analiza poslovnih procesa na temelju postupka promjene opskrbljivača plinom

postgraduate specialist thesis

• Title (english): Analysis of business processes based on the procedure for changing gas suppliers
• Author: Slavenka Barić Basioli
• Mentor: Tomislav Hernaus (mentor)
• Committee member: Vesna Bosilj Vukšić (predsjednik povjerenstva)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Committee member: Tomislav Gelo (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2023-03-20, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

U protekla tri desetljeća važnost poslovnih procesa ističe se kao jedan od ključnih pojmova u znanstvenoj literaturi o organizaciji i menadžmentu. Uloga poslovnih procesa kao nositelja uspješnosti poduzeća sve se više prepoznaje i u praksi te se sve više organizacija transformira iz funkcijskih u procesno orijentirane. Da bi poslovni proces bio uspješan, trebaju biti zadovoljeni određeni kriteriji – proces mora biti usmjeren na potrošače, stvarati dodatne vrijednosti, biti razumljiv svim sudionicima koji trebaju biti uključeni u proces odlučivanja, vlasnik mora biti sposoban, učinkovitost i uspješnost procesa trebaju se redoviti mjeriti, a unaprjeđivanje procesa treba neprestano provoditi. Poslovne procese potrebno je definirati tako da zaposlenici mogu bolje razumjeti svoje uloge, odgovornosti, ovisnosti i način obavljanja posla. Ako se poslovni procesi opisuju samo tekstualno, govori se o statičkom pristupu dokumentiranja, a ako se poslovni procesi prikazuju kombinacijom grafičkog prikaza i teksta, radi se o dinamičkom pristupu koji se još naziva i modeliranje poslovnih procesa. Najnovija i danas najšire korištena norma kojom se propisuje način prikazivanja i opisivanja procesa te njihovih odnosa naziva se BPMN, engl. Business Process Modelling and Notation. BPMN je formalni jezik, sastavljen od većeg broja grafičkih i logičkih simbola s čvrsto definiranom semantikom, a
namijenjen je modeliranju poslovnih procesa. U radu se analiziraju poslovni procesi na primjeru postupka promjene opskrbljivača plinom. Korištenjem norme BPMN 2.0 poslovni procesi su prikazani kolaboracijskim dijagramima. Postupak promjene opskrbljivača se značajno unaprijedio uvođenjem informacijskog sustava, što je utjecalo i na poslovne procese povezane s postupkom promjene opskrbljivača plinom. Usporedbom dijagrama prije i nakon uvođenja informacijskog sustava uočljivo je jednostavnije, brže i učinkovitije odvijanje postupka promjene opskrbljivača plinom, čime su stvoreni preduvjeti za kvalitetno ispunjavanje zahtjeva krajnjeg korisnika uz njegov minimalan trud. Na taj način je ostvaren krajnji cilj svakog poslovnog procesa, a to je zadovoljstvo krajnjeg potrošača.

Abstract (english)

In the last three decades, the business processes are considered as key terms and often discussed in scientific literature dealing with management and organization. The role the business processes have in making companies more successful has been recognized in practice, and thus the increasing number of organizations transforms from functional ones to process-oriented ones. In order for a business process to be successful, certain criteria have to be met: it has to be consumer-oriented, create added value, have a capable owner, be easily understood by all participants, who should also be included in the decision-making process, efficiency and success of the process should be measured regularly, and the process itself should be improved regularly. Business processes should be defined in such a way that the employees can understand their roles, responsibilities, dependence and how the work is done. If the business processes are described only textually, then it is considered a statistical approach to documenting, but if the business processes are presented by using both graphical presentation and text, then it is called a dynamic approach (which is also called business process modeling). The newest and presently the most widely used norm for determining the way in which the processes are presented and described is called BPMN, Business Process Modeling and Notation. BPMN is a formal language, composed of a number of graphical and logical symbols with firmly defined semantics, and it is used for modeling the business processes. This paper analyzes the business process by using the example of gas supplier change. By using the BPMN 2.0 norm, the business processes are presented by collaboration diagrams. The process of gas supplier change has improved significantly with the introduction of information system, which also affected the business processes related to the process of gas supplier change. By comparing the diagrams before and after introducing the information system, we conclude that the supplier change is now simpler, faster and more efficient. Consequently, it resulted in favorable preconditions for the end users to fill in the forms with minimal efforts. Thus, the ultimate goal of every business process is realized, and that is the satisfaction of the end user.

• Keywords: poslovni procesi; alnaliza poslovnih procesa; funkcijska i procesno orijentirana organizacija; procesna zrelost; alati i tehnike analize poslovnih procesa; organizacija tržišta prirodnog plina; liberalizacija tržišta prirodnog plina; postupak promjene opskrbljivača plinom
• Keywords (english): business processes; business process analysis; functional and process-oriented organization; process maturity; business process analysis tools and techniques; natural gas market organization; natural gas market liberalization; procedure for changing gas suppliers
• Language: croatian
• URN:NBN: urn:nbn:hr:148:588877
• Study programme: Title: Organization and management; Study programme type: university; Study level: postgraduate specialist; Academic / professional title: specijalist/specijalistica organizacije i menadžmenta (specijalist/specijalistica organizacije i menadžmenta)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2023-04-12 11:04:08