The goal of the master thesis is to determine possibilities of improving of management of multicultural teams in the Service Desk department in DHL Information Services (Europe) s. r. o. The teoretical part of the thesis involves concepts of team, team development, team management practices and team communication. The practical part of the thesis focuses on verification of hypotheses through structured interviews with manager of multicultural teams in the department of Service Desk and with particular team leaders.

This master's thesis is engaged in optimisation processes of PUQ (as for Purchasing Quality) department, Robert Bosch České Budějovice. This department is responsible for input control of parts for manufacture as well as check of new parts including their documentation and documentation updates. By optimisation we understand selection of the best variant from group of possibilities.

The aim of this work is to acquaint the reader with the theory of human resources management, process reengineering area and related expressions. The work identifies personal types or groups of persons involved in the process reengineering projects and availability of defined human resources on the Czech market. Theoretical knowledge is described on two real projects of process reengineering - in small and purely Czech company and in large multinational company. On these projects also participated teams of different HR composition and scale, which allow to show interesting differences. Two projects only are certainly not relevant for the sample of general conclusions, but they are very useful to demonstrate specific examples of theory in practice. In a reengineering process also occur some problems caused by the type of projects, by process maturity, but also by the composition of human resources involved in the project. Parts of this work are crisis plans too - proposals for solving these crisis situations. I believe that the progress of the project is also affected by the level of stress put on the human resources, which is found in the survey that is part of this work. The survey compares whether the effects of stress changes team roles of specific project participants, including the composition of the project team. The research results are the main contribution of this work. The basis of the research is the definition of the team roles by Belbin. The main part sof this work are the basic terms and current level of examination of this area, it also contains examples of real projects, research and crisis plans.