Optimizacija procesov v servisni dejavnosti gospodinjskih aparatov

diplomsko delo visokošolskega strokovnega študija Organizacija in management poslovnih in delovnih sistemov

Anton Kokalj (Avtor), Davorin Kofjač (Mentor)

Povzetek

V podjetju Gorenje so pred približno desetimi leti projektirali sodoben servis s hitro odzivnostjo. Za stranko je to pomenilo eno najboljših servisnih strežb na področju gospodinjskih aparatov. Podjetje si je pridobilo pomembno prednost pred konkurenco in prodaja je sčasoma začela naraščati. Za serviserje gospodinjskih aparatov je sistem izredno motivacijsko naravnan s poudarkom na nagrajevanju po učinku. Zmanjševanje stroškov in števila zaposlenih serviserjev ter prilagajanje strankam je v nekaj letih povzročilo preobremenitev serviserjev. Poleg tega se serviserji vedno bolj zavedajo medsebojnih razlik glede nagrajevanja. Največji problem pri tem predstavlja logistika. Rešitev smo oblikovali na podlagi analiz servisnega procesa in statističnih podatkov. Za osrednji problem smo pri tem izpostavili preobremenitev serviserja. Prenova je grajena na procesih priprave serviserja, načrtovanja in izvedbe logistike, servisiranja in odpremljanja zamenjanih rezervnih delov aparatov v garanciji nazaj v podjetje. S predlagano rešitvijo smo izboljšali delovne razmere, logistiko serviserja in učinkovitost poslovanja, obdržali sloves hitrega in dobrega servisa ter zmanjšali stroške.

Ključne besede

servis;organizacija;prenova;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2018
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[A. Kokalj]
UDK:	658.5
COBISS:	8021011
Št. ogledov:	862
Št. prenosov:	16
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Optimization of processes in service activity of household appliances
Sekundarni povzetek:	At the company Gorenje a modern service with quick responsiveness was planned about ten years ago. For the customer on one hand, this meant one of the best service centre in the field of household appliances and for the company on the other hand, this renovation has obtained significant priority among other competitor companies. As the result, the sale eventually began to rise. The system has an extremely motivational attitude, focusing up on the after-effect remuneration, which is a big advantage for their people, but cutting costs and the number of employees in a few years led to staff’s overload. Furthermore, people are more and more aware of difference between them regarding the reward and the main issue of this present their logistics. The solution was developed based on the analysis of the service centre and statistical data. In the process, the central problem was the repairmen’s overload. Reform of the system is built on preparation process of the maintenance men, planning and performance of logistics, maintenance check and dispatching of exchanged spare parts of appliances under Gorenje’s warranty. With the proposed solution, we improved working conditions, repairmen’s logistics and business efficiency. We kept reputation of the “fast and good service” and reduced our costs.
Sekundarne ključne besede:	service;organization;renovation;process;logistics;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo/naloga
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	72 f.
ID:	10915819