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2014, vol. 69, iss. 6, pp. 1051-1059
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Application of 'Process management' methodology in providing financial services of PE 'Post Serbia'
Primena metodologije 'Process management' u obavljanju finansijskih usluga JP 'Pošta Srbije'
aUniversity of Novi Sad, Faculty of Technical Science
bSrednja saobraćajna škola 'Pinki', Novi Sad
Project: Re-engineering of network of operator for universal postal service with organizational synergy of state and economic resources (MESTD - 36040)
Abstract
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.
Sažetak
U radu se opisuje primena metodologije 'Process management' - Upravljanje procesima, prilikom vršenja usluga platnog prometa u šalter sali jedne pošte. Dat je prikaz metodologije, kao jedne od najčešće korišćenih kvalitativnih metodologija, pri čemu se opisuju tehnike 'Process management'-a, koje mogu da kvalitetnije odgovore potrebama korisnika i zahtevima tržišta, kao i da se efikasnije suprotstave sve prisutnijoj konkurenciji na tržištu poštanskih usluga. Kao jedan od osnovnih problema ističe se dugo vreme čekanja korisnika u šalter sali prilikom pružanja usluga platnog prometa, što dovodi do formiranja redova čekanja, a samim tim i do nezadovoljstva korisnika. S tim u vezi, ukazuje se na korake koje treba preduzeti prilikom vršenja usluga platnog prometa u Radnim jedinicama za pružanje usluga korisnicima, kroz optimizaciju vremena čekanja korisnika u redu i povećanja zadovoljstva svih učesnika u tom procesu.
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