Model zagotavljanja kakovosti storitev z rednim preverjanjem znanja zaposlenih

diplomsko delo visokošolskega strokovnega študija Informatika v organizaciji in managementu

Marko Vujasinović (Author), Uroš Rajkovič (Mentor)

Abstract

V času, ko je telekomunikacijska konkurenca tako v svetu kot pri nas neizprosna in se ponudba zelo malo razlikuje med seboj, je še toliko pomembnejše za podjetje, da ima usposobljene, kompetentne in zanesljive zaposlene, ki pred strankami nastopajo suvereni v znanju in poznavanju storitev, ki jih podjetje trži. Osredotočil sem se predvsem na zaposlene v prodajnih centrih, ki so na nek način ogledalo podjetja in mnogokrat predstavljajo prvi stik z uporabnikom. V diplomski nalogi sem raziskal področje e-testiranja zaposlenih v podjetju v Sloveniji, ki se ukvarja s telekomunikacijami oz. prodajo storitev. Cilj diplomske naloge je bil preveriti nivo znanja naših zaposlenih in identificirati manko v znanju ter pridobiti povratno informacijo, ki služi za načrtovanje izobraževanj oz. pripravo gradiv v prihodnosti. Testirali smo poznavanje aktualne ponudbe podjetja, ki stremi k uresničitvi zastavljenih ciljev. Za izdelavo testov smo uporabili program E-cho©, ki ga je zasnoval Laboratorij za telekomunikacije Fakultete za elektrotehniko in je dostopen vsem uporabnikom intranetnih strani preučevanega podjetja. Izpolnjevalcev je bilo skupno 190. Rezultati preizkusa so bili v povprečju dobri, uspešnost je znašala 82,5 %. Najboljše poznavanje aktualne ponudbe so prodajalci pokazali na mobilnem delu (87,0 %), sledilo je poznavanje fiksnega dela ponudbe (84,0%) in navzkrižne prodaje (84,0 %). Področje, kjer bo potrebno v največji meri izboljšati njihovo znanje, je poznavanje konkurenčnih prednosti (75,0 %). Do sedaj v podjetju nikoli nismo imeli sledljivosti, koliko prodajalci dejansko poznajo aktualno ponudbo podjetja. S testi smo prvič dobili povratno informacijo, kam moramo v prihodnje usmeriti nadaljnje aktivnosti pri kreiranju e-izobraževanj. Uspešnost naših prodajnih rezultatov temelji na kompetentnem, strokovnem prodajalcu, ki odlično pozna našo prodajno ponudbo in konkurenčne prednosti in je pri pridobivanju teh znanj proaktiven. S tokratnim preverjanjem poznavanja ponudbe smo imeli priložnost spoznati, kje smo že sedaj odlični in kje lahko še izboljšamo svoje znanje in strokovnost. Prav zavedanje le-tega odpira možnosti in priložnosti za dvig prodajnih kompetenc posameznega prodajalca.

Keywords

e-izobraževanje;znanje;kakovost;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[M. Vujasinović]
UDC:	659.2:004
COBISS:	7805971
Views:	655
Downloads:	74
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	SERVICE QUALITY ASSURANCE MODEL WITH REGULAR EMPLOYEE KNOWLEDGE TESTING
Secondary abstract:	At a time when the telecommunication competition both globally and in Slovenia is relentless and offer very little distinction between different companies is even more important for a company to have a qualified, competent and reliable employees which are appearing in front of the costumers with persuasive in knowledge of their services which are only marketed by the company. Employees in some way represent a mirror of the company and represent the first point of contact with the costumer. I focused on the employees in the sales centers, which in some way represent a mirror of the company and often represent the first contact with the user. In the thesis I researched the field of e-testing of employees in the company in Slovenia, which deals with telecommunications and selling services. The goal of this study was to verify the level of knowledge of our employees and identify the lack of knowledge and to obtain feedback, which is used for educational planning and preparation of materials in the future. We tested the knowledge of the latest company offer that intended to attain the objectives pursued. For the production tests, we used the program E-cho© founded by the Laboratory for Telecommunications Faculty of Electrical Engineering and is accessible to all users of intranet sites of the studied company. Total sum of testers was 190. Results were on average good, performance was 82.5 %. The best knowledge of the latest offers are shown on the mobile part (87 %), followed by knowledge of the fixed part of the offer (84 %) and cross-selling (84 %), the area where it will be necessary to largely improve their skills is knowledge of competitive advantages (75 %). Until now we have never had the traceability of how many employees actually know the current offers. In tests, we first get feedback where we need to continue to focus future activities in the creation of e-learning. The success of our sales results based on competent, professional sellers who perfectly know our sales offer and competitive advantages in getting these skills proactive. With this year's testing knowledge, offers us the opportunity to get to know where we are now conveniently and where they can continue to improve their knowledge and expertise. It raises awareness of the possibilities and opportunities to increase sales competencies of each seller.
Secondary keywords:	program E-cho©;e-learning;knowledge;quality;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za organizacijo dela
Pages:	31 f.
ID:	9167912