This study investigates possibilities for measuring efficiency in service processes. Although there has been considerable research around service processes over the last 25 years, concepts of measurement and evaluation of service processes are rare. The aim of the study is to identify different factors that can affect service efficiency in order to provide a practical, useable model for evaluating the performance of certain service processes. To develop a framework for further research, two service processes are analyzed. These processes were "Student examination writing" at Örebro University and "Passenger Ground Service Delivery" (PGSD) at SAS Ground Services. These processes were used to discover background factors which then structured a search of relevant research literature. Four factors were found in the studied processes, namely lead-time, flexibility, capability and resource utilization. These factors, and relations among them, are used to construct an evaluation model. The model is validated by testing in seven groups with members who are familiar with the analysis of service processes. The conclusion from the tests is that the model can be used for evaluation of service processes.

This diploma thesis is focused on optimizing administration management in the Czech telecommunication office. The thesis has three essential objectives. The first objective is the analysis of present state of the administration management using the process modelling. The second objective is to identify the real potential for improvements of the process group. That means to specify process priority, estimate current and desired levels of process maturity, identify key activities and determine the level of process description and processing framing tables. These activities are supported by the methodically theoretical text at the first part of the thesis. The evaluation of limits determining potential improvements resulted from previous chapters and is contained in the final part of this thesis. The fundamental objective of this work is to design the optimization of the process group using the form of future projects.