Model upravljanja performansom poslovnih procesa u procesno orijentisanom operativnom menadžmentu

Abstract

U ovoj disertaciji obrađena su dva problema vezana za upravljenje poslovnim procesima i njihovom performansom. U prvom delu istraživano je saznanje i svest menaždra u privrednim i uslužnim delatnostima o značaju procesnog pristupa i upravljanja poslovnim procesima. Istražene su i razlike u organizacijama različitih delatnosti. U drugom delu, kao nastavku prethodno utvrđenih podloga, istražena je mogićnost razvoja modela upravljanja performansom poslovnih procesa, kao i mogućnost praktične primene datog modela u realnom poslovnom sistemu koji se bavi telekomunikacionim uslugama. Rezultati pokazuju da postoji svest o značaju procesnog pristupa, a da najveći uticaj na postavljanje modela upravljanja poslovnim procesima imaju strategije i ciljevi, informacione tehnologije i menadžment zaposlenih i unapređenje procesa.

This dissertation deals with two problems related to business process management and their performance. In the first part, the knowledge and awareness of managers in manufacturing and services company about the importance of process approach and business process management was investigated. Differences in organizations of different sectors were also investigated. In the second part, as a continuation of the previously determined bases, the possibility of developing a business process performance management model was investigated and possibility of implemetation application of this model in a real business system dealing with telecommunications services. The results show that there is an recognition of the authority of the process approach, and that the greatest influence on setting business process management models have strategies and goals, information technology and employee management and process improvement.