Izboljšanje procesa prodaje vozovnic v podjetju

diplomski projekt

Natalija Pauman (Avtor), Vojko Potočan (Mentor)

Povzetek

V diplomskem projektu so obravnavani poslovni procesi v podjetju in njihova prenova. Poslovni procesi so zbirka dejavnosti, ki zahtevajo eno ali več vrst vložkov in ustvarjajo rezultate, ki imajo za odjemalce neko vrednost v obliki izdelka ali storitve. Kadar želi podjetje izboljšati svoje poslovanje ali povečati konkurenčno prednost, mora prenoviti ali izboljšati poslovne procese. Prenova je temeljni ponovni premislek o poslovnem procesu in njegovo korenito preoblikovanje, z namenom doseči izboljšanje kritičnih kazalcev učinkovitosti, kot so kakovost, stroški, storitve in hitrost. Osrednji namen diplomskega projekta je predstaviti in preučiti proces prodaje vozovnic izbranega podjetja ter podati predlog izboljšanja in nadgradnje tega procesa. Danes večina podjetij prodaja svoje izdelke ne le na fizičnem trgu, ampak tudi preko spleta. Problem je, da še vedno obstaja velik del podjetij, ki tega ne omogočajo. Če bodo ta podjetja želela preživeti in ohraniti konkurenčno prednost, bodo morala to spremeniti in v svoje poslovanje vpeljati elektronsko prodajo. Podjetje, na katerega smo se osredotočili, so Slovenske železnice – Potniški promet, d. o. o., ki, za razliko od konkurenčnih podjetij, ne ponuja možnosti nakupa vozovnic preko spleta. Trenutno je možno kupiti vozovnice samo na potniški blagajni na železniški postaji ali pa na samem vlaku. Izboljšan proces bi omogočal, da se klasična prodaja vozovnic razširi tudi na spletno prodajo. Takšen način prodaje omogoča kupcem, da prihranijo veliko časa, je bolj priročno, pregledno, relativno varno in okolju prijazno. Z implementacijo spletne prodaje vozovnic bi se podjetju odprl nov prodajni kanal, ki odpira možnosti dosega novih trgov in strank ter izboljša kakovost ponudbe. Dolgoročno gledano bi to vplivalo na zadovoljstvo strank in posledično na uspešnost podjetja ter izboljšanje poslovnega rezultata.

Ključne besede

poslovni proces;prenova;management sprememb;železniški transport;prodaja vozovnic;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2016
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM EPF - Ekonomsko-poslovna fakulteta
Založnik:	[N. Pauman]
UDK:	005.418:656.2
COBISS:	12586524
Št. ogledov:	895
Št. prenosov:	123
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Process improvement of selling tickets in the company
Sekundarni povzetek:	In the thesis I researched business processes in the company and their renovation. Business processes are a collection of actions and activities that require one or more types of inputs and produce outputs that have a value for the customers in the form of a product or service. When a company wants to improve their business or increase competitive advantage, must renew or improve business processes. The renovation is a fundamental rethinking of the business process and its radical transformation, in order to achieve the improvement of critical performance indicators such as quality, cost, service and speed. The main purpose of my project is to present and analyze the process of selling tickets in a selected company and to make a proposal of improving and upgrading the process. Nowadays, most companies sell their products, not only in the physical market, but also online. The problem is that there is still a large part of businesses that do not offer this. If these companies want to survive and maintain a competitive advantage, they will have to change that and include electronic selling in their business. The company on which I focused is The Slovenian railway - Passenger Transport Ltd. This company does not offer the possibility of purchasing tickets via the Internet, in comparison with competitive companies. Currently, it is possible to buy tickets only at the ticket counter at the station, or on the train itself. Improved process would existing ticket sales extend also to online sales. This way of selling allows customers to save a lot of time, it is more convenient, transparent, relatively safe and environmentally friendly. With the implementation of online ticket sales for the company would open a new sales channel that creates opportunities to reach new markets and customers, and improves the quality of the offer. In the longer term this would impact on customer satisfaction and, consequently, the success of the company and the improvement of business results.
Sekundarne ključne besede:	Business Process;Renovation of Business Process;Improvements;Change Management;Slovenian Railways;Selling Tickets;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Delo diplomskega seminarja/zaključno seminarsko delo/naloga
Komentar na gradivo:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Strani:	II, 50 str.
ID:	9162749