Mapiranje i unapređenje procesa uslužnoga poduzeća

Dorić, Luka (2014) Mapiranje i unapređenje procesa uslužnoga poduzeća. = Professional thesis , Sveučilište u Zagrebu, Fakultet strojarstva i brodogradnje, UNSPECIFIED. Mentor: Štefanić, Nedeljko.

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Abstract (Croatian)

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

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.

Item Type: Thesis (Professional thesis)
Uncontrolled Keywords: usluga, uslužna djelatnost, Lean, procesi, poboljšavanje procesa, Kaizen, tehnički pregled vozila, registracija vozila
Keywords (Croatian): service, service industry, Lean, process, process improvement, Kaizen, vehicle inspection, vehicle registration
Subjects: TECHNICAL SCIENCE > Mechanical Engineering > mechanical engineering design and drafting
Date Deposited: 19 Feb 2015 14:22
Last Modified: 27 May 2021 09:16
URI: http://repozitorij.fsb.hr/id/eprint/3174

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