Management kakovosti prenosa poštnih pošiljk v Pošti Slovenije d.o.o.

diplomsko delo

Ines Žohar (Author), Andrej Smogavc Cestar (Mentor)

Abstract

V današnjem času je ustrezna kakovost izvajanja poštnih storitev in zagotavljanje ustreznih rokov prenosa najpomembnejši dejavnik za premagovanje konkurence, ki je iz dneva v dan večja. Za kakovostno premagovanje je potrebno nenehno spremljati potrošnikove potrebe in jih znati zadovoljit na kakovosten način, za kar se v Pošti Slovenije d.o.o. (v nadaljevanju PS) nenehno trudijo. Kakovost izvajanja poštnih storitev določajo zakonski predpisi, katerih se morajo izvajalci pri izvajanju držati. Standard, ki mu morajo slediti je Standard kakovosti izvajanja poštnih storitev SIST EN13850:2012,. Ob tem standardu pa so še pomembni Splošni pogoji izvajanja univerzalne poštne storitve in Zakon o poštnih storitvah (Zpsto-2). V primeru odškodninskih zahtevkov se upošteva Standard kakovosti poštnih storitev SIST EN 14012:2004 - obravnavanje pritožb in odškodninski postopki, v katerem so opisani postopki za ravnanje v primeru odškodninskih zahtevkov. Za kakovostnejše izvajanje poštnih storitev je pomembna sodobna informacijska tehnologija, ki pripomore k lažjemu obvladovanju ozkih grl v vseh fazah prenosa, ter boljši nadzor nad vročitvami pisemskih pošiljk prejemniku. Ne smemo pa pozabiti, da je za ključ do zadovoljnih strank in kakovostno izvedbo storitev najpomembnejši človek. Vemo, da se je motiti človeško, vendar bi z ustrezno izobrazbo in usposabljanjem znotraj organizacije bistveno zmanjšali nezadovoljstvo uporabnikov in zmanjšali število odškodninskih zahtevkov. Za kakovostno izvedbo dela je potrebno usposabljanje delavcev na vseh nivojih od direktorja, upravnika, poštnega uslužbenca, pismonoša in drugih zaposlenih. Da bomo dosegli kar najboljše, je zaposlene potrebno za uspešno delo stimulirati, saj bodo le tako vestno in z večjo zavzetostjo opravljali svoje delo, s tem pa bistveno pripomogli k zastavljenim ciljem vodstva PS.

Keywords

pošta;pošiljke;storitve;poštni promet;management kakovosti;kakovost;standardi;zadovoljstvo;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	I. Žohar
UDC:	656.8(043.2)
COBISS:	12555548
Views:	1623
Downloads:	156
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Quality management of parcel post delivery in Pošta Slovenije d.o.o.
Secondary abstract:	Today, the quality of the provision of postal services and assurance of accurate delivery times are one of the most significant issues of any organization that offers postal services, including Pošta Slovenije d.o.o. (hereinafter the abbreviation “PS”). To overcome the hard competition the company considers that these requirements should be achieved as monitoring costumer needs and expectations and to be met through quality delivery process. The quality of the provision of postal services has to be implemented as required by law. Standard that should be followed is Standard of quality provisions of postal services SIST EN13850:2012 and additionally General Terms and Conditions of the Universal Postal Service and Postal Services Act (ZPSto-2). In case of damage claims is taken into consideration Standard Quality of Postal Services SIST EN 14012:2004, more particularly chapter Treatment of Complaints and Damage Claims. Modern information technology is supporting the quality of the provision of postal services. Usage of it helps unblocking bottlenecks in all phases of postal services and better supervision of consignments delivery. Ultimately, in the long-term prospects for the quality service should be taken human in the first place. To err is human asserts that quality must be integrated as a core learning within organization. Such education can lead to reducing customer dissatisfaction and thus number of damage claims. Education within organization should take place in all levels, including general manager, postmaster, post officer, postman and other employees. To achieve the goals in PS, employees should be rewarded for their’ affords; such simulation leads that people perform their duties with greater vigor and thereby substantially contribute in development of better quality of the whole company.
Secondary keywords:	quality;phase transfer;transit times;postal items;Pošta Slovenije;standard of quality;SIS EN13850:2012;post mailbox;postman.;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	II, 39 str.
ID:	9140254