Motnje v komuniciranju v procesu prodaje v Petrol d.d.

diplomsko delo univerzitetnega študija

Davorin Smodiš (Avtor), Marko Ferjan (Mentor)

Povzetek

Osnova vsake uspešne komunikacije je pravilno podajanje informacij, poslušanje in razumevanje. Komunikacija z drugimi je osnovna težnja vsakega posameznika. Z njo se srečujemo vsak dan, tako v zasebnem kot v poslovnem svetu. Komunicirati začnemo že zgodaj v otroštvu, ko se naučimo govora, gibov. Naučiti se komunicirati pravilno in učinkovito pa zahteva veliko spretnosti, znanja in truda. Sposobnost učinkovitega komuniciranja je ena izmed najpomembnejših veščin uspešnega življenja. V diplomskem delu iz literature povzemamo osnovne, koristne podatke o komunikaciji in izhodiščih za ustrezno uporabo. V raziskovalnem delu smo se osredotočili na komunikacijo in komunikacijske poti v procesu prodaje kurilnega olja v družbi Petrol. V procesu prodaje sem tudi sam udeležen kot vodja klicnega centra, zato so komunikacijske poti in motnje, do katerih prihaja, sestavni del mojega dela in vseh sodelavcev, ki so vključeni v proces prodaje. V proces prodaje so kot subjekti znotraj družbe Petrol vključeni operaterji klicnega centra, dispečerji in vozniki. Izven nje pa se v proces prodaje aktivno vključujejo stranke. Zato smo v diplomskem delu najprej opredelili aktivnosti in komunikacije med vsem subjekti, tako interne kot tudi eksterne javnosti. Na podlagi izvedbe ankete in v njej primerno pripravljenih vprašanj smo pridobili podatke za raziskovanje komunikacije med interno javnostjo, med zaposlenimi v družbi, ki opravljajo dela in naloge v procesu prodaje kurilnega olja in komunikacije do stranke, ki storitev prodaje koristi in se v proces tudi vključuje. V zaključnem delu diplomskega dela smo predstavili rezultate raziskovalnega dela in odgovorili na zastavljena raziskovalna vprašanja. Raziskovali smo identifikacijo najpogostejših pojavnih oblik motenj v procesu prodaje. Zanimalo nas je poznavanje in zaznavanje teh motenj s strani udeležencev v procesu prodaje, enakomernost porazdelitve zaznanih motenj med udeleženci, zavedanja motenj. Prav tako nas je zanimalo, ali se udeleženci procesa prodaje zavedajo pomembnosti ustreznega načina komuniciranja in ustrezen nivo znanja za zmanjšanje motenj. Na podlagi pridobljenih podatkov smo ugotovili nepoznavanje motenj s strani vseh subjektov, neenakomerno porazdelitev zaznanih motenj v procesu prodaje s strani subjektov. Identificirali smo zavedanje motenj s strani vseh udeležencev v procesu prodaje, vendar v različnem obsegu. Pomembnost komuniciranja ni enako pomembna za vse zaposlene, prav tako pa tudi vsi nimajo dovolj znanja za zmanjšanje motenj v komunikaciji. V zaključku diplomskega dela smo opredelili posamezne subjekte glede na njihovo vlogo v prodajnem procesu ter podali predloge akcijskega načrta izboljšanja trenutnega stanja.

Ključne besede

prodajni proces;prodaja kurilnega olja;motnje procesa;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2009
Izvor:	Kranj
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[D. Smodiš]
UDK:	005.57
COBISS:	6533139
Št. ogledov:	2760
Št. prenosov:	396
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	COMMUNICATION DISTURBANCES IN SALES PROCESS IN PETROL D.D.
Sekundarni povzetek:	The basis of every successful communication is the correct presentation of information, listening and understanding. Communication with others is a basic tendency of every individual. We face with it every day, both in the private and the business world. We start to communicate early in our childhood, in the process of learning of speech and gestures. Learn to communicate properly and effectively requires a lot of skills, knowledge and effort. Ability to communicate effectively is one of the most important skills in successful life. In the thesis we summarize from literature some basic, useful information about communication and starting-points for its appropriate use. In our research work we focused on communication and communication channels in the sale of fuel oil in the Slovenian Energy Company Petrol. As a leader of the call center I also participate in the sales process, therefore the communication channels and interferences which occur, present an integral part of my own work, of work of my colleagues and all those who are involved in the sales process. The sales process includes call center operators, drivers and dispatchers, who are the entities within the company Petrol. Outside the company there are also customers who are actively involved in the sales process. Therefore, in our thesis we defined firstly tasks and communications among all entities, both internal as well as the external public. On the basis of the survey with properly prepared questions, we obtained data for the investigation of communication between the internal public, the employees of the company performing the work and tasks in the process of the sale of fuel oil, and communication to the customer, who has the use of sales service and is also involved in the process. In the final part of the thesis we presented the results of the research tasks and answered to the research questions. We studied the identification of the most common forms of interferences in the sales process. We were interested in knowing and detecting these interferences by the participants in the sales process, evenness of distribution of the detected interferences between the participants and the awareness of interferences. We were also interested whether the participants of the sales process are aware of importance of an appropriate method of communication and appropriate level of knowledge for reduction of interferences. On the basis of acquired data we found out the ignorance of interferences by all entities, uneven distribution of the detected interferences in the sales process by entities. We identified the awareness of interferences by all participants in the sales process, but to a varying extent. The importance of communication is not equally important for all employees, as well as everybody does not have enough knowledge for reduction of interferences in the communication. In conclusion of the thesis we identified individual entities regarding their role in the sales process and we made proposals for an action plan to improve the current state.
Sekundarne ključne besede:	- sales process - sale of fuel oil - interferences in the (sales) process - interferences in communication - Petrol;Slovenian Energy Company;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. Maribor, Fak. za organizacijske vede
Strani:	67 f.
Ključne besede (UDK):	science and knowledge;organization;computer science;information;documentation;librarianship;institutions;publications;znanost in znanje;organizacije;informacije;dokumentacija;bibliotekarstvo;institucije;publikacije;prolegomena;fundamentals of knowledge and culture;propaedeutics;prolegomena;splošne osnove znanosti in kulture;management;menedžment;management operations;direction;postopki menedžmenta;usmeritev;
ID:	987340