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.
Highlights
Takođe 16. decembra (6.dan) je takođe izmereno prosečno vreme čekanja od 4,85 minuta, što je malo iznad središnje linije od 4,42 minute
Osnovni elementi neophodni za standardizaciju sistema za upravljanje procesom su:
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
Summary
Primena metodologije za upravljanje procesima, može se sagledati kroz sledeće faze: Identifikacija i selekcija najbitnijeg procesa; Dokumentovanje najbitnijeg procesa; Identifikacija zahteva korisnika; Definisanje indikatora i razvoj "Sistema za upravljanje procesom"; Implementacija „Sistema za upravljanje procesom“; Utvrđivanje stabilnost procesa; Utvrđivanje sposobnosti procesa
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