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2014, vol. 69, iss. 6, pp. 1051-1059
Application of 'Process management' methodology in providing financial services of PE 'Post Serbia'
aUniversity of Novi Sad, Faculty of Technical Science
bSrednja saobraćajna škola 'Pinki', Novi Sad
Re-engineering of network of operator for universal postal service with organizational synergy of state and economic resources (MESTD - 36040)

The paper describes application of the methodology 'Process management', in providing of financial services at the post office counter hall. An overview of the methodology is given, as one of the most commonly used qualitative methodology, whereby Process management's technics are described , those can better meet user needs and market demands, as well as to find more effectively way to resist current competition in the postal service market. One of the main problem that pointed out is a long waiting time in the counter hall during providing financial services, which leads to the formation of queue lines, and thus to customer dissatisfaction. According that, paper points steps that should be taken during provide of financial services in a postal network unit for providing services to customers by optimizing user time waiting in line and increasing the satisfaction of all participants in that process.
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article language: Serbian
document type: Preliminary Report
DOI: 10.5937/tehnika1406051K
published in SCIndeks: 11/06/2015