This thesis deals with the topic of process management and its importance within the modern management conception. The literature search introduce the progress of the process management and its principles, the approaches to improve the management processes, it presents the chosen tools of the process modelling, sorts of changes in the transition from the functional to process management, and introduces more closely the Business Process Reengineering and Total Quality Management. The practical part attends to the analysis of the present state of the choosen company, presents the company basic characteristics, organization structure, working positions, staff evaluation system, it identifies and describes the core, secondary and supportive managerial processes in progress within the company. Deals with the proposals how to implement the process management elements within the measurement and evaluation of processes, staff motivation and internal communication. The main benefits of this thesis include the elaboration of the process map of the organization, diagrams of the majority of processes together with their detailed descriptions, denomination of the staff responsible for the particular processes, determination of the key performance indicators suitable for the measuring of the processes effectiveness in time. We have elaborated the questionnaire on the periodic measurement of the customer satisfaction. We have also designed a new module of staff remuneration and suggested the implementation of the knowledge database and other precautions having an influence on the process management, internal communication and, in particular, on the customer satisfaction.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:51452 |
| Date | January 2009 |
| Creators | MATOUŠEK, Petr |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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