REDESIGN AND IMPROVEMENT OF SUPPORT PROCESSES TO IMPROVE BUSINESS PROCESSES IN CRISES – CASE STUDY: WATER AND SEWERAGE SPLIT COMPANY

Abstract

Business process management (BPM) in partially process oriented companies, such as public utility companies and Vodovod i kanalizacija Split are, in crisis, requires from top management the redesign of business processes and primarily of business activities which flow through support processes. Since all the activities and changes in BPM are human based, it is essential to strenghten the support sector. IT management, changes in human resources, increasing the level of power and authority, disciplining activities in financial flow and improvement of controlling. In this key study, activities that have been undertaken for the past three years by top management, have brought up to the improvement of all business performances of the company, especially financial ones. Activities, undertaken by top managemant, have streghten the authority of IT sector, so the processing time of consumers' requests and reports has been reduced by 40%, internal fluctuations of the employees and working efficiency have been increased by 32%, and delegating the authority and power to middle management has been increased, which again brought up to reducing the decision making operational time. More evident public procurement, strenghtening the controlling, better payment conditions and adequate desposition of available fiancial resaurces have improved the efficiency of the company on the whole and financial performances have been improved by 105 %.