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master's thesis
Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d.
Dubrovnik: University of Dubrovnik, 2018. urn:nbn:hr:155:592632
Perković, Tea
University of Dubrovnik
Faculty of Economics and Business

Institutional repository: Repository of the University of Dubrovnik

Cite this document

Perković, T. (2018). Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d. (Master's thesis). Dubrovnik: University of Dubrovnik. Retrieved from https://urn.nsk.hr/urn:nbn:hr:155:592632

Perković, Tea. "Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d.." Master's thesis, University of Dubrovnik, 2018. https://urn.nsk.hr/urn:nbn:hr:155:592632

Perković, Tea. "Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d.." Master's thesis, University of Dubrovnik, 2018. https://urn.nsk.hr/urn:nbn:hr:155:592632

Perković, T. (2018). 'Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d.', Master's thesis, University of Dubrovnik, accessed 29 December 2024, https://urn.nsk.hr/urn:nbn:hr:155:592632

Perković T. Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d. [Master's thesis]. Dubrovnik: University of Dubrovnik; 2018 [cited 2024 December 29] Available at: https://urn.nsk.hr/urn:nbn:hr:155:592632

T. Perković, "Upravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d.", Master's thesis, University of Dubrovnik, Dubrovnik, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:155:592632

Metadata
TitleUpravljanje kvalitetom i optimizacija procesa u poduzeću Maestral d.d.
Title (english)Managing quality and processes optimization in enterprise Maestral d.d. business practice
AuthorTea Perković
MentorMarija Dragičević (mentor)
Committee memberMarija Martinović (predsjednik povjerenstva)
Committee memberIris Mihajlović (član povjerenstva)
GranterUniversity of Dubrovnik
(Faculty of Economics and Business)
Dubrovnik
Defense date and country2018-09-25, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
U radu se obrađuje upravljanje kvalitetom i optimizacija poslovnih procesa u hotelima Maestral. Potreba za odabirom navedene teme proizašla je iz ĉinjenice da su zaoštrenom konkurentskom okruženju raste potreba za sustavnim upravljanjem kvalitetom koje podrazumijeva i procesnu orijentaciju jer se na taj način osigurava orijentacija ka kontinuiranom poboljšanju i poslovnoj izvrsnosti te učinkovito zadovoljavanje zahtjeva korisnika. Rezultati istraživanja pokazuju da su poslovni procesi koji generiraju novu vrijednost u hotelima procesi vezani uz smještaj i prehranu gostiju. Navedeni su procesi popraćeni procesima podrške u marketingu i prodaji, financijama i računovodstvu, nabavi, ljudskim resursima i tehničkom procesu održavanja. Na vrhu hijerarhije procesa su upravljački procesi. Korištenjem skupa alata za upravljanje poslovnim procesima, konkretno SERVQUAL metode, analize hotelskih recenzija, ERP i ARIS sustava te obračuna troškova po aktivnostima i centrima odgovornosti izvedene su smjernice za unaprjeđenje poslovanja koje se temelje na automatizaciji procesa, razvoju lokalnih lanaca opskrbe i podizanju razine energetske učinkovitosti u poslovanju.
Abstract (english)
The paper deals with quality management and optimization of business processes in Maestral hotels. The motivation to select the above-mentioned topic stems from the fact that highly competitive environment needs systematic quality management, which also implies process orientation, thus ensuring orientation to continuous improvement, business excellence and effectively meeting customer requirements. Research results show that business processes that generate new value in hotels are the processes of accommodation and catering. These processes are accompanied by support processes in marketing and sales, finance and accounting, procurement, human resources and technical maintenance. At the top of the process hierarchy are the management processes. By utilizing a set of business process management tools, specifically SERVQUAL methods, hotel reviews analysis, ERP and ARIS systems and ABC costing accounting, the guidelines for business process improvement have been made based on process automation, local supply chain development, and improvement of energy efficiency in business.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:155:592632
Study programmeTitle: Business Economics; specializations in: Tourism, Marketing, International Trade, IT Management
Course: Marketing
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra poslovne ekonomije (magistar/magistra poslovne ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Public note3884
Created on2018-09-26 09:49:02