diplomsko delo univerzitetnega študija Organizacijska informatika
Melita Borštnar (Author), Robert Leskovar (Mentor)

Abstract

Diplomska naloga prikazuje možno informacijsko podporo za novo storitev “Dezinfekcija osebne opreme”. Podani sta definiciji in razlaga pojmov “storitev” in “CRM”. Analizirano je konkretno podjetje, predstavljena pa je tudi obravnavana storitev. Izdelani so modeli procesov z diagrami tokov podatkov: a) prodaja - osebno naročilo, b) prodaja - telefonsko naročilo in c) prodaja preko spleta. Testirali smo sistem za upravljanje odnosov s strankami Intrix. Obstoječe podatke iz sistema FAW VASCO smo prenesli v Intrix z datotekami CSV ter dodali še nekaj atributov. V preskusni verziji Intrix smo uporabili najpomembnejše funkcije. Ugotovili smo, da ustrezajo zahtevam konkretnega podjetja. Preliminarni izračun je pokazal, da se bo investicija v razvoj nove storitve predvidoma povrnila v sprejemljivem času.

Keywords

upravljanje odnosov s strankami;CRM;model poslovnega procesa;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [M. Borštnar]
UDC: 004.42
COBISS: 7347475 Link will open in a new window
Views: 1138
Downloads: 95
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Metadata: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Other data

Secondary language: English
Secondary title: IT SUPPORT OF SERVICE "DISINFECTION OF PERSONAL EQUIPMENT"
Secondary abstract: This research explores the possible IT support for new service called “Disinfection of personal equipment”. Definition and explanation of terms “service” and “CRM” is given. Real company that offers cleaning and washing services is presented. Disinfection of personal equipment as a service is described. Three business process models in this company are developed with data flow diagrams: a) sale – personal order, b) sale – phone order and c) sale – web based. We tested Intrix CRM solution. Existing data in FAW VASCO solution was transferred through CVS files. Some new attributes were added to existing data. Main Intrix functions were used in testing period. The conclusion is that Intrix meet all requirements of this specific company. Preliminary calculation shows that new service development will return investment in acceptable time.
Secondary keywords: customer relationship management;CRM;model of business process;sale;service development;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 49 f.
ID: 8729652
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