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Design and Implementation of New Process for Call Center for Concrete Organization
Kyselová, Petra ; Střížová, Vlasta (advisor) ; Říhová, Zora (referee)
This paper deals with the definition of Corporate Communication and the specifics of telephonic communication with the customer, and further definition of the Process and Process Management focused on process analysis ,which is part of the practical part. Extensive section is devoted to practical study. The benefit of this paper is a comprehensive view at the business model of BEZREKLAMKY s.r.o. The paper deals with analyzing the present state of business model, under which are determined possibilities to increase the efficiency of the process. The last part is devoted to assess the advisability of establishing cooperation at a distance by phone. This process is designed with all the formalities so that it can be directly imlplemented into the current model.
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Process analysis (case study - streamlining the processing of credit)
Frantová, Eva ; Oškrdal, Václav (advisor) ; Řehák, Jiří (referee)
The thesis deals with process analysis (case study - streamlining the processing of credit). The thesis highlights the procedural problems encountered in a particular IT company in processing credit. The theme of the thesis implies the practical orientation of the work, even though the work is divided into two parts. The first and shorter part is a theoretical basis for the practical part. Author finds a possible solution to process problems in modeling of the credit processing's subprocesses and identifying and analyzing problems using the selected methodology PDCA. This methodology is selected on the basis of multi-criteria evaluation. The result of this work is the proposal of measures to identify procedural problems, which is a basis for streamlining the analysed process and its subprocesses. The thesis will be the basis for the introduction of procedural changes in processing credit. The PCDA methology is not complete just with analysis and identification of the problems, so the company will continue in collaboration with the author of the thesis to establish and monitor the proposed changes. Information for the thesis are drawn from business, internet and literary sources, but also from available scientific articles.
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Comparison of software products for management of law offices on the Czech market
Šimková, Hana ; Svatá, Vlasta (advisor) ; Bachmann, Petr (referee)
This final thesis analyzes the most represented complex software products for management of law offices on the Czech market. At the beginning of this paper are described specifics of law offices with their classification applicable for the Czech Republic and facts that distinguish the advocacy from other fields. The next part follows with characterization of particular law office, activities of this office and software products which are used there. Other part of this work is focused on a process analysis of the mentioned law office which is introduced by a theoretical base of process modeling. Defined key processes were modeled and then options for their software support were specified. Criteria for evaluating software products were identified based on the information obtained during the preparation phase. After selection of the three most represented products these products were described and evaluated. Other chapters of this work are focused on the software which is called Acta Safe and which was developed by AiP Safe, s.r.o. Strengths and weaknesses of this software were specified in comparison to selected products of competition and then modifications and improvements were proposed. At the end of this paper are presented results of the survey. This survey was attended by lawyers and articled clerks from various sized law offices. The aim of this questionnaire survey was to determine if there is a connection between focus of the law offices and the need of using a software solution for a law office. How such software is selected, what implementation of the software brings and why there are some law offices that do not use such software. Answers to these questions are provided at the end of this thesis.
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Application of the process analysis in quality assurance and software testing
Popelka, Vladimír ; Oškrdal, Václav (advisor) ; Chromek, Ondřej (referee)
This thesis deals with questions regarding quality assurance and software testing. The subject of its theoretical part is the specification of the general concept of quality, description of standards used in the field of software product quality evaluation and finally the evaluation of software development process itself. The thesis intends to introduce the theoretical framework of software quality assurance, especially the detailed analysis of the whole software testing branch. An added value to the theoretical part constitutes the characterization of procedural approach and selected methods used towards the improvement of processes. The practical part of the thesis comprises of the exemplification -- it shows the procedural approach at software quality management, applied to a selected IT company. The main aim of the practical part is to create a purposeful project for optimization of quality assurance and software testing processes. The core of the matter is to accomplish the process analysis of the present condition of software testing methodology. For the purpose of process analysis and optimization project, the models of key processes will be created; these processes will then be depicted based on defined pattern. The description of the state-of-the-art of software product quality assurance processes is further supplemented by the evaluation of such processes maturity. The project for optimization of software testing and quality assurance processes comes from the process analysis of the present condition of software testing methodology, as well as from the evaluation of procedural models maturity. The essence of processes optimization is the incorporation of change requests and innovative intentions of individual processes into the resulting state of methodology draft. For the measurement of selected quality assurance and software testing processes, the configuration of efficiency indicators and their application on particular processes is implemented. The research on the of the state-of-the-art, as well as the elaboration of this whole project for optimization of software testing and quality assurance processes runs in conformity with the principles of DMAIC model of Six Sigma method.
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Using process analysis for delivering process continuity in utilities sector
Musil, Petr ; Svatá, Vlasta (advisor) ; Ludvík, Jakub (referee)
This work covers process continuity as the source of a business continuity management. In first theoretic part this work connects continuous behavior of systems with the business continuity and the process continuity. Then in second part of the work we look into present knowledge in business continuity management systems and we cover key standards for business continuity management. We also look into connections among those standards for business continuity and we pinpoint chapters of British standard BS 25999-1 with its counterparts in IT service frameworks such as ITIL v3 and COBIT 4.1. In the final part, this work covers use of process analysis and process models as tools for delivering business continuity through process continuity and preparing business continuity plans in utilities.
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Process analysis of the Prague Congress Centre, Inc.
Filipová, Andrea ; Oškrdal, Václav (advisor) ; Vymětalová, Markéta (referee)
The theme of this thesis is a process analysis of the Prague Congress Centre. The purpose of diploma work is to propose more effective running of processes in the company. The theoretical part focuses on business processes, process analysis and graphical languages. Another part deals with company's reservation system and analyzes typical characteristics of reservation systems. The main focus of the thesis is on process analysis of Prague Congress Centre, Inc. Current situation is analyzed and more effective operations which run through the whole company are proposed and evaluated. The emphasis is put on differences evaluation between present and proposed situation and suggestion for change. Another part deals with gaps detection in reservation system which is closely connected with chosen analyzed processes. These gaps, up to certain stage, do not allow effective running of chosen processes.
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Process Management and Possibilities of Its Implementation in the Chosen Organization
MATOUŠEK, Petr
This thesis deals with the topic of process management and its importance within the modern management conception. The literature search introduce the progress of the process management and its principles, the approaches to improve the management processes, it presents the chosen tools of the process modelling, sorts of changes in the transition from the functional to process management, and introduces more closely the Business Process Reengineering and Total Quality Management. The practical part attends to the analysis of the present state of the choosen company, presents the company basic characteristics, organization structure, working positions, staff evaluation system, it identifies and describes the core, secondary and supportive managerial processes in progress within the company. Deals with the proposals how to implement the process management elements within the measurement and evaluation of processes, staff motivation and internal communication. The main benefits of this thesis include the elaboration of the process map of the organization, diagrams of the majority of processes together with their detailed descriptions, denomination of the staff responsible for the particular processes, determination of the key performance indicators suitable for the measuring of the processes effectiveness in time. We have elaborated the questionnaire on the periodic measurement of the customer satisfaction. We have also designed a new module of staff remuneration and suggested the implementation of the knowledge database and other precautions having an influence on the process management, internal communication and, in particular, on the customer satisfaction.
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Project management and the possibilities of its use in a chosen company
GRÜNNOVÁ, Milena
The bachelor{\crq}s work is oriented on the project management and on its application in the chosen company. In the theoretical part there is described mainly the definition of the project management, the leading of a project and furthermore is in detail described an ERP system. The ERP System is important for this work because IT Systems is oriented on implementation of this system. In the practical part is in detail described the chosen company {--} IT Systems a.s., its history, description of the company structure, description of the professions etc. Furthermore there is described the process of an implementation project and eventual problems in this process. In the final phase of the practical part are shown the proposals for an eventual solution of the problem. As the methods of the analysis there has been used the SWOT analysis and the process analysis.
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Procesní management a možnosti jeho uplatnění ve firmě Zeelandia, s.r.o.
SEDLÁČEK, Martin
Despite the process management is young, there´s many kinds of methods to analyse the firm conditions and implement the process management to the life. At the same time is possible to use some methods of value management. Some this methods were used in the firm Zeelandia, s.r.o. Zeelandia is czech-holland business firm and there was analysed the process model with all core processes and all reciprocally links. Then were choosed two most important processes (marketing, business and distribution) and it was made the redesign of it. It was made a new process called TCS (Total Customer Satisfaction) which make better situation of costumers relationship and organization of business processes. It´s very important to know it was a partial change and it must be took into the consideration. The managers must change their minds and leave the old assumptions, because this is the way to be more succesful in the future. The process management is this way.
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Business processes reengineering in an integrated information system and the e-commerce application
Penkala, Jan ; Říhová, Zora (advisor) ; Špringerová, Michaela (referee)
Master thesis called "Business processes reengineering in an integrated information system and the e-commerce application" proves the hypothesis that the key to successful internet business is to have correctly set the process management of a company, which, through an automated connection, displayed externally for customers through the presentation layer of the e-commerce application. The results are useful for owners of eshops, for their conception of setting up the operations of their companies and especially for the company, where the analysis was performed. According to selected company Penny Ltd., this analysis sets for its eshop Elektro-partner.cz twenty elementary processes, whose implementation will lead to saving staff time, maximum use of the information system including the possibility of implementing new modules, setting up workflow processes and possibility to make a profit and higher customer satisfaction. In the theoretical part are marketing tools 4P for eshops enhanced by services and competitiors. There is also a specially adapted Porter's value chain for eshops and is used a model of e-commerce trust. On this basis it is created the current marketing strategy of eshop including the SWOT analysis and definition of strategic objectives. Identified processes were divided into elementary, key and support groups and relationships between them were made. For the optimization process is used Hammer and Champy methodology and feasibility and success of the thesis is evaluated according to best practises reengineering projects. Reengineered processes are defined with specification, exploited documents, information system and eshop application modules, illustrated by using EPC model and they are defined metrics and specifically listed areas of improvement.
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