The aim of this diploma thesis is look at ways of optimising business processes in a specific company acting as an insurance intermediary. The thesis consists of a theoretical part which defines the basic concepts of the issue. The analytical part maps the current state of the business processes in the company, which serves as the foundation of a proposal for their optimization with the use of a CRM system.

Made available in DSpace on 2014-12-17T14:52:55Z (GMT). No. of bitstreams: 1 LailsonRM.pdf: 392089 bytes, checksum: 7d9071bf58c95ab217cd74388f27b847 (MD5) Previous issue date: 2006-05-19 / A presente disserta??o representa uma contribui??o na resolu??o dos problemas que se apresentam no setor das ind?strias de cer?mica vermelha, apresentamos um modelo, baseado na estrat?gia do QFD (Desdobramento da Fun??o Qualidade), na qual associa os requisitos dos consumidores na elabora??o dos projetos do produto e dos processos de produ??o. A qualidade do produto ? avaliada tanto no aspecto interno(especifica??es t?cnicas) quanto no aspecto externo (qualidades exigidas pelos clientes). A pesquisa mostra, al?m da realidade que vive o setor das ind?strias de cer?mica, a import?ncia e os atributos da qualidade definidos pelos consumidores relativo aos tijolos cer?micos de veda??o. O trabalho tamb?m mostra os resultados da aplica??o do modelo numa das empresas do setor, atrav?s de desdobramentos da qualidade exigida, se estabelece a qualidade planejada, mostra ainda a posi??o da empresa em rela??o aos concorrentes em fun??o do desempenho do produto. Procura-se ainda, atrav?s de sugest?es de melhorias, atacar os problemas das falhas na qual geram o desperd?cio

In my master´s thesis I am dealing with process approach as one of the basic principles resulting from management according to ISO 9001. Introductory theoretical part pays attention to basic thesis resulting from ISO 9001. In practical part I analyze processes, system of continual improvement and I show economical drop of the International Standard implementation. In the last part I mention the proposals to optimize the process approach.

There isn t a unique development process suitable for all software projects. Standards and quality models such as ISO/IEC 15504, MPS.BR, CMM and CMMI, recommend the process tailoring to satisfy specific project features. However process tailoring is a complex task because it requires knowledge and expertise of who performs. The incomplete or duplicate process elements selection can generate ambiguities which may disturb the project progress and generate distrust in relation to the tailored process. This dissertation presents a systematic strategy to completeness and internal consistency validation of the elements that are part of the tailored process, call fragments. The aim is to contribute to improving the software development process quality and help the process engineer on the process tailoring task, providing complete and consistent process elements which are prioritized according to the project features. To support the proposed strategy have benn developed: i) ontology to similarity recognition among process; ii) a metamodel for process tailoring; iii) a web toll for complete and consistent process definition. The proposed strategy facilitates the work of the engineer showing which elements are adequate (complete and consistent) to be part of the tailored process and enables the elimination of inconsistences lead to improving the process. / Não existe um modelo de processo de desenvolvimento único para ser adotado para todos os projetos de software. Normas e modelos de qualidade como a norma ISO/IEC 15504, MPS.BR, CMM e o CMMI preconizam que a adaptação de processos seja realizada para satisfazer às necessidades específicas dos projetos. Entretanto, a atividade de adaptar um processo de software é considerada uma tarefa complexa, exigindo conhecimento e experiência de quem a realiza. A seleção de elementos de processo incompletos, ou duplicados podem gerar ambiguidades que podem comprometer o andamento do projeto e gerar desconfiança para com o processo adaptado. Esta dissertação apresenta uma estratégia sistemática para validação da completude e consistência interna dos elementos formadores do processo adaptado, neste trabalho chamados fragmentos. O objetivo é contribuir para a melhoria da qualidade dos processos de desenvolvimento de software adaptados e auxiliar o engenheiro de processos na tarefa de adaptação de processos, fornecendo elementos de processo completos, consistentes e priorizados de acordo com as características do projeto. Para apoiar a proposta, foram desenvolvidas: i) uma ontologia para reconhecimento da similaridade em processos; ii) um metamodelo para adaptação de processos e iii) uma ferramenta web para definição de processos completos e consistentes. A estratégia proposta facilita o trabalho do engenheiro de processos informando para este quais elementos são adequados (completos e consistentes), e possibilita a eliminação de inconsistências levando a melhoria do processo.

The diploma thesis called Optimization of processes in a distribution company is focused on a firm, fictionally named ABC Ltd which, however, represents a real distribution company, a holding company to be precise, whose parent company is based in the Czech Republic and its subsidiaries are located in Italy, China and Australia. The overall number of staff of the whole concern is sixteen, so it falls into the category of small companies. The main purpose of this paper is to analyze the company's processes. The greatest benefit of the thesis is saving the company's expenses based on optimization of the company's processes. In the introduction to the paper all the goals and benefits are stated. The next chapter reveals a brief description of skills that are vital for working on the practical part of the paper and meeting all the goals that have been set at the beginning. The introduction to the practical part deals with introducing the company ABC Ltd. The main topic of this part is the analysis of the present state of the firm's enterprise architecture. One of these architectures, the process one, describes the company's processes which are divided into the main and the supporting ones. In the main processes the potential for improvements is identified. The conclusion brings evaluation of the limits which follow from the revealed potential and suggestions for supporting the limits in the form of project solution.

S tím, jak se neustále vyvíjejí nové technologie pro energeticky náročná průmyslová odvětví, stávající zařízení postupně zaostávají v efektivitě a produktivitě. Tvrdá konkurence na trhu a legislativa v oblasti životního prostředí nutí tato tradiční zařízení k ukončení provozu a k odstavení. Zlepšování procesu a projekty modernizace jsou zásadní v udržování provozních výkonů těchto zařízení. Současné přístupy pro zlepšování procesů jsou hlavně: integrace procesů, optimalizace procesů a intenzifikace procesů. Obecně se v těchto oblastech využívá matematické optimalizace, zkušeností řešitele a provozní heuristiky. Tyto přístupy slouží jako základ pro zlepšování procesů. Avšak, jejich výkon lze dále zlepšit pomocí moderní výpočtové inteligence. Účelem této práce je tudíž aplikace pokročilých technik umělé inteligence a strojového učení za účelem zlepšování procesů v energeticky náročných průmyslových procesech. V této práci je využit přístup, který řeší tento problém simulací průmyslových systémů a přispívá následujícím: (i)Aplikace techniky strojového učení, která zahrnuje jednorázové učení a neuro-evoluci pro modelování a optimalizaci jednotlivých jednotek na základě dat. (ii) Aplikace redukce dimenze (např. Analýza hlavních komponent, autoendkodér) pro vícekriteriální optimalizaci procesu s více jednotkami. (iii) Návrh nového nástroje pro analýzu problematických částí systému za účelem jejich odstranění (bottleneck tree analysis – BOTA). Bylo také navrženo rozšíření nástroje, které umožňuje řešit vícerozměrné problémy pomocí přístupu založeného na datech. (iv) Prokázání účinnosti simulací Monte-Carlo, neuronové sítě a rozhodovacích stromů pro rozhodování při integraci nové technologie procesu do stávajících procesů. (v) Porovnání techniky HTM (Hierarchical Temporal Memory) a duální optimalizace s několika prediktivními nástroji pro podporu managementu provozu v reálném čase. (vi) Implementace umělé neuronové sítě v rámci rozhraní pro konvenční procesní graf (P-graf). (vii) Zdůraznění budoucnosti umělé inteligence a procesního inženýrství v biosystémech prostřednictvím komerčně založeného paradigmatu multi-omics.