Unapređenje kvaliteta poslovnih procesa u preduzećima industrije mleka u Republici Srbiji

Abstract

A long standing presence of process orientation in economic theory and practice reflects its use for achieving the goals of the company and its stakeholders. However, this does not mean that there is no space for improvement in this area. On the contrary, the context in which companies do business is changing significantly, even on a daily basis, and therefore it is necessary to look for new ways for process improvement in order to meet not only current, but also future needs of the consumers. The main aims of the study are to define concepts related to business processes and business process management, and to research the application of methods and techniques of a continuous improvement of processes and management systems in general. The aim is to research the application of methods and techniques for quality process improvement in milk production companies in the Republic of Serbia, with the starting hypothesis that quality process improvement directly influences the competitive position of the company. Relevant literature has been used for the theoretical part of the study dealing with process management and quality management, while a structural questionnaire on which the whole research is based has been used for the empirical part of the study with the aim of proving the hypothesis: H0: Improving the quality of business processes is in direct correlation with the competitiveness of enterprises, H1: Business process quality improvement is directly correlated with the enterprises’ competitiveness, H2: The company's management is familiar with factors critical for successful implementation of process orientation, H3: Quality management systems are dominantly used in the management of the dairy industry enterprises of the Republic of Serbia, H4: In the dairy industry enterprises of the Republic of Serbia dominated by management based on the concept of process orientation. Empirical research has proven all the hypotheses.